CardSafe Guarantee Terms and Conditions

Eligibility
  1. This CardSafe Guarantee ("Guarantee") is available to all eligible cardholders of Standard Chartered credit and MANHATTAN cards issued by Standard Chartered Bank (Singapore) Limited ("Cards") ("Cardholders"), subject to the terms set out below.

  2. The following persons are not eligible for this Guarantee:

    1. Cardholders of Corporate Liability Cards and Business Platinum Card (Joint and Several Liability) issued by us; and

    2. Cardholders whose Card accounts with us have been suspended, cancelled or terminated for any reason at the time the Unauthorised Online Card Transaction (defined in paragraph 3 below) occurred or when a request is made under this Guarantee.

  3. This Guarantee is only applicable for Card transactions ("Unauthorised Online Card Transactions") which:

    1. were made via webpages on the Internet which do not use Verified by Visa and MasterCard SecureCode;

    2. have not been authorised by Cardholders and were carried out without the knowledge or consent of Cardholders;

    3. were not charged to Cards which are lost or stolen; and

    4. are successfully posted to the Card account and which we identify as an online transaction based on codes assigned by MasterCard International Incorporated/ Visa ("Online Card transaction").

  4. For clarity:

    1. Online Card transactions do not include transactions made at point of sale or telephone or mail order or over-the-counter transactions, or payments made using Standard Chartered Online Banking; and

    2. This Guarantee does not apply where Cardholders purchase goods by way of Online Card Transactions but where such goods are either not delivered by the online merchant or are not supplied to Cardholders' satisfaction.

Cardholders Obligations
  1. Subject to these terms, in order to make a request under this Guarantee, Cardholders are required to comply with, and must demonstrate to our satisfaction that they have complied with the following requirements:

    1. Cardholders must have made all best efforts to prevent and deter the Unauthorised Online Card Transactions from taking place. This includes ensuring that online security has not been compromised, and that security measures and precautions relating to the Online Card transaction have been adhered to, including:

      1. Cardholders have kept their Card details such as the 16 digits card number, CVV/CVC2 number and Card expiry date, tokens, Security Codes and one-time passwords (collectively, "PIN") secure and confidential at all times, and have not disclosed the PIN to anyone directly or indirectly;
      2. Cardholders have in their possession the Card at all times and in particular at the time the Unauthorised Online Card Transaction occurred;
      3. Cardholders have adhered to the security practices recommended by us at https://www.sc.com/sg/ways-to-bank/online-card-security.html including but not limited to installing and keeping updated industry-recommended firewall and virus detection software on their computers and mobile devices;
      4. Cardholders monitor Online Card transactions relating to their Card accounts regularly, and report any discrepancies to us at 1800 747 7000 immediately upon discovery and in any event, within 14 days from the date of such statement of Card accounts;
      5. Cardholders have ensured that their personal information in our records, including mobile numbers and email addresses, are accurate and kept up to date; and
      6. Cardholders have complied with our Customer Terms and Credit Card Terms, and all relevant laws;

    2. Cardholders must complete and submit a dispute form (in our specified format) to us within 14 days from the date of our provision of such form;

    3. Cardholders must provide us and any relevant authorities (including overseas authorities as the case may be) with full co-operation, access to and furnish all information, documents and hard-disks requested; and

    4. Cardholders may be required to file a report with the relevant authorities and/or sign a sworn statement (in terms satisfactory to us) attesting that they have complied with all the above requirements, and furnish us with the original statement.

Guarantee
  1. If we determine at our sole discretion that:

    1. Cardholder is eligible for the Guarantee;

    2. an Unauthorised Online Card Transaction has taken place;

    3. such Unauthorised Online Card Transaction did not arise from or was not a result of Cardholder's negligence, misconduct, or fraudulent or dishonest act or omission; and

    4. the Cardholder has complied with the terms of this Guarantee,

    we shall credit such amount charged in respect of the Unauthorised Online Card Transaction to the Card account.
  2. The amount to be credited is strictly limited to the amount charged to the Card in respect of the Unauthorised Online Card Transaction.

  3. This Guarantee does not cover any indirect, consequential or special losses, damages, costs, charges and expenses (including but not limited to legal fees) suffered or incurred by Cardholders.

  4. In the event that such amount has already been credited to the Card account in respect of the Unauthorised Online Card Transaction under this Guarantee, and we determine at our sole discretion that such Cardholders have not complied with these terms or are otherwise not entitled to payment under this Guarantee, we shall be entitled to recover from Cardholders all and any credited amount by, including but not limited to debiting and/or setting-off the said monies from any account(s) such Cardholders may hold with us, without any prior notice.

  5. For clarity, in order to make our determination, we shall be entitled to (but not obliged to) take into consideration, the results of our investigations or those of any other authority or any other circumstances. The length of time taken for any investigations undertaken and any response to Cardholders will vary with the complexity of each case.

General
  1. Upon our receipt of any report or information from Cardholders, we may (but are not obliged to) block, suspend the Cards and/or issue new replacement Cards.

  2. We reserve the right to determine at our sole discretion whether Cardholders have complied with these terms in order to make a request and receive credit of such amount charged in respect of the Unauthorised Online Card Transaction under this Guarantee. In case of any dispute, our decision in all matters arising out of or in connection with this Guarantee is final, conclusive and binding. We will not entertain or respond to any appeal or correspondence.

  3. We are not the agent of any online merchants and make no representation as to the quality/condition or performance of the goods and services provided. Any dispute about quality or performance of the product and/or service is not covered under the Guarantee and will be resolved directly between Cardholders and the online merchant.

  4. We reserve the right to vary, modify, add or delete any of these terms, including terminating or withdrawing this Guarantee, at any time without prior notice or reason.

  5. These CardSafe Guarantee Terms and Conditions are to be read in conjunction with our Customer Terms, and Credit Card Terms (collectively, "Other Terms"). If there is any inconsistency between these terms and the Other Terms, these terms prevail only to the extent of such inconsistency.

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Speaking Up

Standard Chartered Bank (the “Bank”) is committed to maintaining a culture of the highest ethics and integrity, and in compliance with all applicable law, regulation and internal policy. As part of this commitment, the Bank has a ‘Speaking Up’ programme through which genuine concerns in this regard can be raised. Members of the public can securely raise Speaking Up concerns through this hyperlink, which is hosted on behalf of the Bank by a third party ‘InTouch’. Examples of concerns that can be raised through this website are concerns that relate to accounting, internal accounting controls or auditing matters and concerns relating to bribery or banking and financial crime. Concerns received will be forwarded to the Bank’s investigations team for review. Complaints relating to SCB banking services should not be raised through this site in the first instance, but through the SCB branch network, contact centres, Relationship Managers or the ‘Contact Us’ webpage.

Disclaimer

Please note that this hyperlink will bring to you to another website on the Internet, which is operated by InTouch, an independent company appointed by the Bank to support its Speaking Up programme. Please be mindful that when you click on the link and open a new window in your browser, you will be subject to the additional terms of use of the website that you are going to visit.

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