Terms and Conditions

Account

Means the LuLu Money Account created by You on the LuLu Money mobile app or through the branch in order to avail the LuLu Money Services.

Alerts

Means the customized alert messages LuLu sent to Your Device provided to LuLu Exchange and appearing on LuLu Exchange’s records.

Business Day

Means a day on which LuLu is open for business in United Arab Emirates.

Branch Services

The services provided by LuLu Exchange across our branches.

Device

Means whether a mobile phone, tablet, computer, laptop or any other device used to process a Transaction on the LuLu Money app.

Instruction(s)

Means the electronic instructions You initiated remotely and electronically transmitted via Your Device to LuLu Exchange.

LuLu Exchange

Means LuLu International Exchange L.L.C and its branches, successors and legal assigns.

LuLu Money

Means LuLu Exchange website and mobile application made available on iOS app store and Android play store to be downloaded for the provision of LuLu Exchange’s Services, transactions details, initiating funds transfer instructions and other services as may be made available to You by LuLu Exchange online or through the from time to time in each case through customer owned Device.

LuLu Money Services

Means the money remittance services available online on LuLu Money or offline through the branches.

One Time Password

Means the 6-digit number sent to Your Device for security purposes in order to register and continue using LuLu Money.

Payment Gateway

Means a service provided by an e-commerce application payment service provider that authorizes debit card or direct payments processing for electronic businesses. LuLu Money utilizes the services of, but not limited to, Central Bank Payment Gateway, Etisalat Payment Gateway and Mastercard Payment Gateway.

Push Notifications

Means the customized messages LuLu Exchange sends due to specific events and/or transactions relating to Your Account such as push notifications, notices, products, updates, general greetings.

Remittances

Means fund transfers from Your bank account or through the branches to any beneficiary account maintained with another Bank.

Security Codes

Means all passwords, activation keys and other codes as may be prescribed by LuLu Exchange from time to time.

Security Tools

Means Your User ID, Password, One Time Pin, face id and any other means of security LuLu Exchange accredited from time to time to allow You to get access to the LuLu Money Services.

Transaction(s)

Means any instructions initiated by You, using Your Account on LuLu Money.

Website

Means LuLu Exchange’s website, www.luluexchange.com and www.lulumoney.com/

You / Your

Including all grammatical variations means an individual who maintains an Account and is authorized to conduct Transactions via LuLu Money Services.

• Words importing only the singular shall include the plural and vice versa.
• The words importing any gender shall include all genders, words importing person shall include a sole proprietor, partnership, firm, company, corporation or other legal person.
• Words and text not defined in the LuLu Money Terms and Conditions shall have the meaning as defined under the General T&C’s.

The LuLu Money Services will only be available for a Device running either on Apple or Android operating systems and data connections which meet the required specifications and configurations. You agree to procure and maintain a Device and data connection which meets these requirements at Your own expense.

• The guidance on the operation of the LuLu Money Services will be made available to You. You must follow all relevant guidance whenever You operate the LuLu Money Services. In case there are changes to the way You should operate the LuLu Money Services, LuLu Exchange will notify about such changes.
• LuLu Exchange may post alerts on its Website and it is Your responsibility to check any updates or changes LuLu Exchange may do. You accept that in the future, LuLu Exchange may send Push Notifications from time to time, add, delete, and/or modify the Push Notifications based on Your requests.
• The LuLu Money Services will be available 7 days a week, 24 hours a day but there is no warranty that the same will be available at all times and shall be subject to any downtime due to unforeseen circumstances and scheduled maintenance. Instructions received after LuLu Exchange’s normal working hours will be processed on the next Business Day. You agree that LuLu Exchange shall be entitled at any time, at its sole discretion and without prior notice, to temporarily suspend the operation of the LuLu Money Services for updates, maintenance and upgrading purposes without any liability from its end.

By registering on, accessing, browsing, downloading, creating the Account or using the LuLu Money for any general purpose or for the specific purpose of availing any LuLu Money Services, You agree to be bound by these terms and conditions set forth below as well as by the service-specific terms and conditions applicable to each LuLu Money Services (hereinafter collectively, the T&Cs). These T&Cs shall also include any additional or modified terms and conditions in relation to any additional or modified service-specific terms and conditions in relation to any LuLu Money Service or any future service that may be offered by LuLu Exchange on LuLu Money.

By registering on, accessing, browsing, downloading, creating the Account or using (as applicable) the LuLu Money or availing any LuLu Money Services, You automatically and immediately agree to all the T&Cs. If at any time You do not accept or agree with any of the T&Cs or do not wish to be bound by the T&Cs, You may not access, browse or use the LuLu Money and immediately terminate Your availing the LuLu Money Services by deleting or deactivating the Account. Accepting or agreeing to the T&Cs will constitute a legal contract (hereinafter Agreement) between You, being at least 18 years of age and an individual user of the LuLu Money and LuLu Exchange. All services are rendered by LuLu Exchange through the LuLu Money under the brand name “LuLu Exchange” (or any derivatives or variations thereof). Consequently, all the rights, benefits, liabilities and obligations under the T&Cs shall, as the case may be, accrue to the benefit of, or incurred by, LuLu Exchange, regarding Your use of LuLu Exchange’s digital services (which includes but may not be limited to money remittance services), any services which may be added on the LuLu Money and which will henceforth be a LuLu Money Service, from time to time. The LuLu Money Services shall be used by You subject to Your adherence with the T&Cs. As long as You accept and comply with these T&Cs, LuLu Exchange grants You a personal, non-exclusive, non-transferable, limited, revocable privilege to enter and use the LuLu Money and/or avail the LuLu Money Services.

The LuLu Money Services are not available to persons under the age of 18 years or to anyone previously suspended or removed by LuLu Exchange from availing the LuLu Exchange Services or accessing LuLu Money. Further, the LuLu Money is not available for corporates, business houses or any other entity other than a natural person. The LuLu Money is not for the purposes of routing any corporate or business transactions. By accepting the T&Cs or by otherwise using the LuLu Money Services on the LuLu Money Mobile App, You represent that You are at least 18 years of age and have not been previously suspended by LuLu Exchange, or disqualified for any other reason, from availing the LuLu Money Services or using the LuLu Money and that you are a natural person intending to use the LuLu Money solely in capacity as a natural person and on your own behalf and that You will not route any corporate or business transactions from the LuLu Money Mobile App. In addition, You represent and warrant that You have the right, authority and capacity to enter into an agreement and to abide by all the T&Cs as part of Your agreement with LuLu Exchange. Finally, You shall not impersonate any person or entity, or falsely state or otherwise misrepresent Your identity, age or affiliation with any person or entity. Finally, in the event of any violation of the T&Cs, LuLu Exchange reserves the right to suspend or permanently prevent You from availing LuLu Money Services or using the LuLu Money Mobile App.

• LuLu will issue the Security Codes for You to access LuLu Money and LuLu Money Services. LuLu Exchange may also issue separate requirements, restrictions, instructions, activation and access procedures, or any additional conditions pertaining to the access and use of the LuLu Money Services, LuLu Money, the Security Codes or for performance of the Transactions (“Procedures”). You agree and undertake to be bound by and to comply with all of the Procedures that LuLu may issue from time to time.
• You must secure LuLu Money installed on Your Device with a password. All such passwords and the Security Codes must be kept strictly confidential and must not be disclosed to anyone else.
• You must not permit any person to access Your Device in such a manner that such person may access LuLu Money, Security Codes or the LuLu Money Service.
• In the event that You lose possession or control of Your Device in which LuLu Money and/or the Security Codes are installed, You must immediately notify and instruct LuLu Exchange in order to restrict the LuLu Money Services on Your lost device.
• Until and unless You notify LuLu Exchange, all Instructions received by LuLu Exchange which are associated with Your Security Code shall be deemed correct, valid and issued by You. LuLu Exchange shall be entitled to rely on such Instructions, whether they actually originated from You or purportedly originated from You. You accept that all erroneous or inadvertent messages received and processed are Your responsibility.
• You agree to indemnify LuLu Exchange against any and all liabilities, losses, claims and damages arising as a result of Your negligence, breach or non-compliance with the provisions of these T&C’s or as a result of You losing Your Device and/or Security Codes.

• You shall always comply with the following and hereby agree.
• Not to use LuLu Money for any purpose other than to access Your own Account, perform Transactions using the LuLu Money Services.
• Not to permit or enable any person to access LuLu Money or leave Your Device unattended in such a manner as to enable others to access LuLu Money.
• Not to reproduce, modify or reverse engineer, modify, decompile LuLu Money or permit any other person to do so.
• Not to permit any person to access the Security Codes and acknowledge that the LuLu Money Services and all associated software are either owned, proprietary or licensed to LuLu Exchange.

By accessing or using LuLu Money or by availing LuLu Money Services or at Branch Services, You agree not to:

• violate the T&Cs;
• impersonate any person or entity, falsely claim or otherwise misrepresent Your affiliation with any person or entity, or access the accounts of others without permission, perform any fraudulent activity or otherwise avail LuLu Money Services with what we reasonably believe to be potentially fraudulent funds;
• use or access LuLu Money or any LuLu Money Service, to facilitate or support any act or omission by any party, that violates these T&Cs or any laws in any jurisdiction, including but not limited to rules and regulations relating to anti-money laundering, Notice 2922/2008, Federal law no (20) of 1972, the standards for the Regulations Regarding licensing and Monitoring of Exchange business and any subsequent amendments thereto, illegal gambling activities, fraud, or funding of terrorist organizations;
• infringe our or any third party’s intellectual property rights, rights of publicity or privacy;
• intentionally interfere with or damage operation of the LuLu Money Services or LuLu Money or any other user’s enjoyment of it, by any means, including uploading or otherwise disseminating viruses, adware, spyware, worms, or other malicious code or file with contaminating or destructive features;
• provide false, inaccurate or misleading information;
• avail LuLu Money Services with what LuLu Exchange reasonably believes to be potentially fraudulent funds;
• use the LuLu Money Services in a manner that results in or may result in complaints, disputes, reversals, chargebacks, fees, fines, penalties and other liability to LuLu Exchange, a third party or You, or that LuLu Exchange or any payment card network reasonably believe to be an abuse of the payment card system or a violation of payment card network rules.

• Unless applicable law in the destination country requires otherwise, You will bear all fees for the money transfer. In certain cases, payment of a money transfer may be subject to local taxes and service charges. The beneficiary may incur additional fees for receiving funds sent by You. Transfers should be sent to a local (beneficiary) bank account, otherwise the receiving institution may convert the funds at its own exchange rate or reject the Transaction. The beneficiary’s agreement with its account provider/bank governs the account and determines their rights, liability, fees, funds availability and account limitations. In the event of an inconsistency between the account number (including mobile phone numbers for mobile accounts) and name of the beneficiary, the transfer will be credited to the account number provided by You. LuLu Exchange accepts no responsibility towards You nor to any account holder for any fees, exchange rates used for conversion to non-local currency, acts or omissions of the destination or intermediary financial service providers.
• Money transfer payments will normally be made in the currency of the origin country. All currency is converted at LuLu Exchange’s then current rate of exchange. LuLu Exchange calculates its rate of exchange based on commercially available interbank rates plus a margin. Most rates of exchange are adjusted several times daily in line with the relevant closing rate of financial markets globally.

The availability and proper functioning of the LuLu Money Services are dependent on many variable circumstances, including location, mobile network availability, Payment Gateway and signal strength, proper functioning of hardware, software and the Device, and LuLu Exchange shall not be liable for any loss or damage that may result directly or indirectly from any unavailability or improper functioning of the LuLu Money Service for any reason.

LuLu Exchange assume no liability whatsoever for any monetary or other damage suffered by the user on account of:

• The delay, failure, interruption, or corruption of any data or other information transmitted in connection with use of the Payment Gateway or services in connection thereto; and/or
• Any interruption or errors in the operation of the Payment Gateway.
• LuLu Exchange acting or failing to act upon any of Your Instructions;
• Any error contained in the information You have provided through LuLu Money Services;
• Access or use of LuLu Money Services in the manner or purpose not authorized by LuLu Exchange or from Your part;
• Malfunction or breakdown of access to LuLu Money Services; and
• Any events outside LuLu Exchange’s control.

You accept that LuLu Exchange will not be liable to You or any other person for any negligence, breach, misrepresentation, claim, delay, expenses, damages or any other liability including legal costs, any loss however caused and irrespective of whether any claim is based on law of torts, the loss of profit, business revenue, investment, goodwill, interruption of business or anticipated savings or loss of data arising from the above.

You agree to indemnify, save, and hold LuLu Exchange, its affiliates, contractors, sub-contractors, employees, officers, principals, directors, agents, licensors, and partners harmless from any and all claims, losses, damages, and liabilities, costs and expenses, including without limitation legal fees and expenses, arising out of or related to: (i) Your use or misuse of the LuLu Money; (ii) any violation by You of this Agreement; or (iii) any breach of the representations, warranties, and covenants made by You herein. LuLu Exchange reserves the right, at Your expense, to assume the exclusive defense and control of any matter for which You are required to indemnify LuLu Exchange, including rights to settle, and You agree to cooperate with LuLu Exchange’s defense and settlement of these claims. LuLu Exchange will use reasonable efforts to notify You of any claim, action, or proceeding brought by a third party that is subject to the foregoing indemnification upon becoming aware of it. This paragraph shall survive termination of this Agreement.

The debit card details provided by You for use of the aforesaid LuLu Money Service(s) must be correct and accurate and that You shall not use a debit card, that is not lawfully owned or the use of which is not authorized by the lawful owner thereof. You further agree and undertake to provide correct and valid debit card details.

You warrant, agree and confirm that when You initiate a payment Transaction and/or issue an online payment Instruction and provide your card / bank details:

• In no event, LuLu Exchange or its contractors, agents, licensors, partners or suppliers will be liable to You for any special, indirect, incidental, consequential, punitive, reliance, or exemplary damages (including without limitation lost business opportunities, lost revenues, or loss of anticipated profits or any other pecuniary or non-pecuniary loss or damage of any nature whatsoever) arising out of or relating to: (i) this Agreement or the T&Cs; (ii) the LuLu Exchange Services, LuLu Money or any reference site/app/platform/service; or (iv) Your use or inability to use the LuLu Exchange Services, LuLu Money (including any and all materials) or any reference sites/app/platform/service, even if LuLu Exchange or a LuLu Exchange authorized representative has been advised of the possibility of such damages.
• The user is fully and lawfully entitled to use such debit card, bank account for such Transactions.
• The user is responsible to ensure that the card / bank account details provided by him/her are accurate and authorizes debit of the nominated card / bank account for the payment of fees selected by such user along with the applicable Fees.
• The user is responsible to ensure sufficient credit is available on the nominated card / bank account at the time of making the payment to permit the payment of the dues payable or the bill(s) selected by the User inclusive of the applicable Fee.

LuLu Exchange accept payments online using Visa and Mastercard debit in UAE Dirhams.

The service is provided in order to facilitate access to view and pay Fees online. LuLu Exchange or the Payment Gateway do not make any representation of any kind, express or implied, as to the operation of the Payment Gateway. By accepting/agreeing to these T&C’s, the user expressly agrees that his/her use of the aforesaid online payment service is entirely at own risk and responsibility of the User.

General Refund Terms: Refunds for transactions made on LuLu Money will depend on the mode of payment selected by the customer at the time of the transaction. All refund requests are subject to verification, validation, and approval in accordance with our internal policies and applicable laws and regulations of the United Arab Emirates (UAE). We reserve the right to decline refund requests that do not meet our eligibility criteria.

Refunds for Debit Cards, Apple Pay and Google Pay: For payments made using Debit Cards, Apple Pay and Google Pay, once a refund request has been reviewed and approved internally, the refund will generally be processed immediately and credited back to the original card or payment instrument used for the transaction. Notwithstanding the above, the actual time required for the refunded amount to reflect in the customer’s account is subject to the processing timelines and policies of the issuing bank and relevant payment network. While the refund instruction is initiated without undue delay upon approval, the credit of funds may take up to three (3) to ten (10) business days to appear in the customer’s account. For the purpose of this clause, “business days” shall exclude weekends and public holidays observed in the United Arab Emirates. In the event that the refunded amount is not reflected within ten (10) business days from the date of refund confirmation, customers are advised to contact their issuing bank directly before approaching customer support. Refunds shall be made strictly to the original card or payment instrument used. The Company shall not initiate transfers of refunded amounts to alternative bank accounts or third-party accounts provided by the customer.

Refunds for Other Payment Modes: For the following payment methods available on the LuLu Money App:

• Instant Bank Transfer
• LuLu Salary Card
• Pay via Aani
• Net Banking
• LuLu Money Card
• Wire Transfer

Customers must visit the nearest branch of LuLu Exchange to process the refund. Refunds shall be made strictly at the branch. LuLu Exchange shall not initiate transfers of refunded amounts to alternative bank accounts or third-party accounts provided by the customer.

Approved refunds shall be processed based on the original mode of payment used for the transaction, as described below:

• Standard Refund Method: For transactions made using debit cards, Apple Pay, Google Pay, refunds will be processed back to the same card used at the time of purchase. For other payment modes, refunds will be processed at the branch, subject to applicable verification requirements.
• Exceptional Bank Transfer Requests: In certain exceptional cases, where a customer is currently outside the United Arab Emirates and/or specifically requests that the refund be processed to a local UAE bank account by providing bank account details, such requests will be treated as exceptional cases and are subject to additional processing verification, internal approvals, and applicable bank transfer charges.
• Applicable Charges: For transactions below AED 1,400, charge is AED 15.70. For transactions of AED 1,400 and above, charge is AED 21.00.
• Verification: The Company reserves the right to request additional documentation to verify ownership of the bank account provided. The Company shall not be liable for any delays, errors, or losses resulting from incorrect bank details submitted by the customer.
• Processing Time: Refund timelines for local bank transfers may vary depending on banking channels and intermediary institutions.
• Right to Decline: The Company reserves the right to decline requests for refunds to alternative accounts where such requests do not comply with regulatory, compliance, or internal policy requirements.

To the fullest extent permissible pursuant to applicable law, LuLu Exchange and its third-party partners, licensors and suppliers disclaim all warranties or guarantees, whether statutory, express or implied, including, but not limited to, implied warranties of merchantability, fitness for a particular purpose, and non-infringement of proprietary rights. No advice or information, whether oral or written, obtained by You from LuLu Exchange or through the LuLu Money will create any warranty or guarantee other than those expressly stated herein. For the purposes of this Disclaimer, You expressly acknowledge that as used in this section, the term “LuLu Exchange” includes LuLu Exchange’s officers, directors, employees, shareholders, agents, licensors, contractors, subcontractors and affiliates. You acknowledge that LuLu Exchange is a facilitator of money remittance services and is not liable for any third party (banks etc.) obligations due to fluctuation in currency exchange rates, delay in remittance to Beneficiary bank account and all other instances, whether to any such banks’ account holder or otherwise. You expressly agree that use of the LuLu Money is at Your sole risk. It is Your responsibility to evaluate the accuracy, completeness and usefulness of all opinions, advice, services, merchandise and other information provided through the LuLu Money or on the Internet generally. LuLu Exchange does not warrant that the LuLu Money will be uninterrupted or error-free or that defects in the site will be corrected. The LuLu Money and any data, information, third party software, reference sites, services, or software made available in conjunction with or through the services and the site are provided on an “AS IS”, “AS AVAILABLE” and “WITH ALL FAULTS” basis and without warranties or representations of any kind either express or implied. LuLu Exchange, and its third-party suppliers, licensors, and partners do not warrant that the data, LuLu Exchange software, functions, or any other information offered on or through the LuLu Money or any reference sites/s/apps/services will be uninterrupted, or free of errors, viruses or other harmful components and do not warrant that any of the foregoing will be corrected. LuLu EXCHANGE AND ITS THIRD-PARTY SUPPLIERS, LICENSORS, AND PARTNERS DO NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE USE OR THE RESULTS OF THE USE OF THE LuLu MONEY OR ANY REFERENCE SITES/PLATFORMS/APPS/SERVICES IN TERMS OF CORRECTNESS, ACCURACY, RELIABILITY, OR OTHERWISE. YOU UNDERSTAND AND AGREE THAT YOUR USE, ACCESS, DOWNLOAD, OR OTHERWISE OBTAIN INFORMATION, MATERIALS, OR DATA THROUGH THE LuLu MONEY OR ANY REFERENCE SITES/PLATFORMS/APPS/SERVICES AT YOUR OWN DISCRETION AND RISK AND THAT YOU WILL BE SOLELY RESPONSIBLE FOR ANY DAMAGE TO YOUR PROPERTY (INCLUDING YOUR COMPUTER SYSTEM AND MOBILE DEVICE OR ANY OTHER EQUIPMENT) OR LOSS OF DATA THAT RESULTS FROM THE DOWNLOAD OR USE OF SUCH MATERIAL OR DATA. WE DO NOT AUTHORIZE ANYONE TO MAKE ANY WARRANTY ON OUR BEHALF AND YOU SHOULD NOT RELY ON ANY SUCH STATEMENT. THIS PARAGRAPH SHALL SURVIVE TERMINATION OF THIS AGREEMENT. IN NO EVENT WILL LuLu EXCHANGE BE LIABLE FOR ANY INCIDENTAL, CONSEQUENTIAL, OR INDIRECT DAMAGES (INCLUDING, BUT NOT LIMITED TO, DAMAGES FOR LOSS INFORMATION AND THE LIKE) ARISING OUT OF THE USE OF OR INABILITY TO USE THE LuLu MONEY.

• You will be given the Security Tools which You should be safeguarded at all times. The Security Tools are considered Your identification and authentication when access to LuLu Money services is made. Once completely and successfully entered, You agree that any Instruction(s) received or Transactions processed shall be deemed to have been authorized and to have originated from You without the need to obtain any further written or other confirmation even if those Instructions are not authorized by You or performed by another person.
• You agree that any person who uses the Security Tools to access Your Account through the LuLu Money services will be given access and LuLu Exchange is not obliged to further check the identity of such person or the validity of any Transactions made on Your behalf.
• You should immediately notify LuLu Exchange in case Your mobile device is lost, stolen or damaged.
• From time to time, LuLu Exchange will require You to change Your MPIN and/or Password for security purpose. Your MPIN and/or Password may be re-activated and if LuLu Exchange allows, You are given additional 5 attempts to log-in.
• In case You request for a new MPIN/Password, LuLu Exchange will respond only upon completion of the authentication process. In case LuLu Exchange approves Your request, LuLu Exchange will reset and issue a new MPIN/Password which LuLu Exchange will deliver to Your registered mobile.
• In the event of any misuse, You accept that LuLu Exchange have the right to disable the access to LuLu Exchange’s services.

At LuLu International Exchange, we take your privacy and data security very seriously. We protect and secure your financial and personal data using proven technologies. Certified and accredited by third party privacy organizations, LuLu International Exchange is regulated by the U.A.E government agencies.

• 24/7 Built-in Transaction Monitoring Protection: We continually monitor our platform to protect our customers from fraudulent activity and unusual transactions. For the safety and security of your Account, we may occasionally place a temporary hold or block a transfer until we can validate the activity. This is not done to intentionally slow down a transfer but to ensure the swift and accurate transfer of funds from your account to your intended recipient. When these transaction holds do occur, we will always attempt to contact you via email and phone for an additional security clearance and verification, particularly when your transaction is large or out of pattern.
• Regulated: LuLu Exchange is fully regulated and registered as a certified money transmitter and operates across UAE, Oman, Kuwait, Bahrain, Qatar, India, Philippines, Hong Kong, Malaysia, and Singapore.
• World-Class Compliance: We use a sophisticated, multi-point technique to ensure all transactions are subject to the appropriate levels of “Know Your Customer” and other regulatory checks.

You expressly and impliedly provide Your free and unconditional consent for the following: (a) for transferring LuLu Exchange’s rights and obligations under this Agreement and the T&Cs in favour of any affiliate or third party; (b) for using the LuLu Money and availing the LuLu Exchange Services by You subject to any specific terms and conditions imposed by any affiliate of LuLu Exchange; (c) for receiving communications, notices and information from any LuLu Exchange or any affiliate of LuLu Exchange; (d) for sharing of business information (including data analytics and any information relating to You or the services being availed by You) between LuLu Exchange and any affiliate, insofar as such sharing of business information is necessary or required for the following limited purposes: (i) provision of better services to LuLu Exchange’s customers (including You); (ii) provision of better services by LuLu Exchange’s vendors; (iii) to prevent any breach of a binding agreement between LuLu Exchange and any affiliate, or to give effect to any such agreement; (iv) for ensuring compliance with the applicable law or legally compelled disclosures by LuLu Exchange or by any affiliate of LuLu Exchange; or (v) for preventing fraud and money laundering and for enhancement of risk mitigation systems and processes in relation to the activities of LuLu Exchange or any affiliate; or (vi) LuLu Exchange retaining any and all information relating to You till such time as may be required under applicable laws or internal policies. LuLu Exchange’s privacy policy applies to use of the LuLu Money, and its terms are made a part of these T&Cs by this reference. Additionally, by using the LuLu Money, You acknowledge and agree that Internet transmissions are never completely private or secure. You understand that any message or information You send to the LuLu Money may be read or intercepted by others, even if there is a special notice that a particular transmission (for example, card information) is encrypted.

The LuLu Money Services and the LuLu Money are owned and operated by LuLu Exchange. The visual interfaces, graphics, design, compilation, information, computer code (including source code and object code), products, software, services, and all other elements of the LuLu Money provided by LuLu Exchange (hereafter Materials) are protected by the Federal Law No. (7) of the Year 2002, Concerning Copyrights and Neighboring Rights, patent (Federal Law No. 31 of 2006), trade dress, and trademark laws (Federal Law No. 37 of 1992 on Trademarks (as amended by Law No. 19 of 2000 and Law No. 8 of 2002)), international conventions, and all other relevant intellectual property and proprietary rights, and applicable laws. As between You and LuLu Exchange, all Materials, trademarks, service marks, and trade names contained on the LuLu Money are the property of LuLu Exchange and/or third-party licensors or suppliers. You agree not to remove, obscure, or alter LuLu Exchange or any third party’s copyright, patent, trademark, or other proprietary rights notices affixed to or contained within or accessed in conjunction with or through the LuLu Money. Except as expressly authorized by LuLu Exchange, You agree not to sell, license, distribute, copy, modify, publicly perform or display, transmit, publish, edit, adapt, create derivative works from, or otherwise make unauthorized use of the Materials. LuLu Exchange reserves all rights not expressly granted in this Agreement. If You have comments regarding the LuLu Money or ideas on how to improve it, please contact customer service. Please note that by doing so, You hereby irrevocably assign to LuLu Exchange, and shall assign to LuLu Exchange, all rights, title and interests in and to all ideas and suggestions and any and all worldwide intellectual property rights associated therewith. You agree to perform such acts and execute such documents as may be reasonably necessary to perfect the foregoing rights.

• LuLu Exchange’s records maintained through the mobile network or otherwise, unless proven to be wrong, shall be accepted as conclusive and legally binding evidence of Your Transactions using LuLu Exchange’s services.
• You shall be responsible to ensure strict adherence to the security guidelines for the use of LuLu Exchange’s services. This includes ensuring that any other security alerts that are posted on LuLu Exchange’s Website and/or LuLu Exchange advised to You through e-mail are observed and complied at all times.
• You may request to terminate the access to LuLu Exchange’s services at any time by giving LuLu Exchange a prior written notice of three (3) Business Days.
• LuLu Exchange may from time to time and at its sole discretion with prior notice to You, change and amend any of these Terms and Conditions. The changes will apply on the effective date specified in the notice.
• These Terms and Conditions shall be construed in accordance with the laws of United Arab Emirates and the rules, regulations and directives of the Central Bank of United Arab Emirates. In the event of any dispute arising as a result of the breach of the T&C, the courts of Abu Dhabi shall have jurisdiction, provided that LuLu Exchange may, if it deems appropriate, initiate proceedings in any other jurisdiction.
• If any of the terms of these T&C’s is found by a Court or any other competent authorities to be void or unenforceable, such term(s) shall be deemed to be deleted from these T&C’s and the remaining terms shall continue in full force and effect.
• The T&C’s are made in bilingual Arabic and English texts, however, if there is any contradiction between the Arabic and English text, the English text shall prevail.

By applying for and using the LuLu Money Services, You acknowledge and accept these T&C’s and any supplementary terms and conditions that may from time to time be in force.

The Website Policies and Terms & Conditions may be changed or updated occasionally to meet the requirements and standards. Therefore, the Customers are encouraged to frequently visit these sections in order to be updated about changes on the website. Modifications will be effective on the day they are posted.

The eligibility requirements for using our services are as follows:

• You must be at least 18 years old.
• You must be a resident of the UAE or have a valid UAE residence visa.
• You must have a valid identification document, such as a passport or Emirates ID, and provide accurate information during the Customer Due Diligence process.
• You must have a valid bank account or debit card to fund your transactions.
• You must comply with all applicable Regulations and these Terms.

To register for our services in-person at one of our branches, please follow the below process:

• Locate the nearest branch to you by visiting our website or contacting our customer service center.
• Bring your valid identification document, such as passport or Emirates ID, and provide accurate information during the Customer Due Diligence process.
• Complete the Customer Due Diligence (CDD) process by providing additional information about yourself and your transaction, such as the recipient’s details and purpose of the transaction.
• Once your account registration is approved, you can start using our services to send money, buy or sell foreign currency, and access our Value Added Services.
• Please note that we may require additional documentation or information from you, such as proof of address or income, if deemed necessary to comply with applicable Regulations or to assess the risk associated with your transaction.

Payment for our services can be made using Bank Transfer, Debit Card and cash. Please note that additional fees and charges may apply for using certain payment methods or for specific services. The applicable fees and charges will be disclosed to you before you confirm your transaction.

We charge fees for our services, which may vary depending on the transaction amount and the payment method used. We also apply exchange rates for currency conversions. The applicable fees and exchange rates will be informed to you at the time of the transaction. You agree to pay the applicable fees and exchange rates for your transaction.

• Currencies once exchanged, will be bought/sold only at our prevailing buying/selling rate.
• LuLu International Exchange LLC or its branches/correspondents/agents (“LuLu”) accept no responsibility/liability, whatsoever, in any form for delays, bank charges, fee deductions, omissions, funds confiscated by the beneficiary bank/correspondent bank/government/agent.
• On amendment of payment-order details, charges and change in conversion rates shall be borne by the remitter due to incorrect or incomplete information given by him/her.
• LuLu does not give any guarantee on the exact time required for funds to be credited to the beneficiary’s account.
• Back-end charges or any other bank charges at foreign correspondent banks for money transfers if any is deducted from the amount payable to the beneficiary.
• Minimum bank charges will have to be paid by remitter, prior to processing the inquiry on non-receipt of funds.
• LuLu will not collect/deduct any form of charge from the remitter, if payment-order process resulted in an error at the hands of its officials or bank or agent.
• Cancellation of payment order requires remitter’s written notification, valid reason and should be produced along with original payment order receipt.
• Refund shall be provided once the stop-payment is confirmed (or) funds are received back from the correspondent bank or its agent.
• On successful cancellation of Payment order, the funds will be paid back to remitter at (prevailing) Buying rate after deducting correspondence and banking charges. Customer in person presence at branch will be required.
• Any Fund Transfer transaction complaint shall be placed through the provided channels within a maximum period of 14 days from the date of transaction.
• All refunds will be in UAE Dirhams (AED).
• Please count your money before leaving the counter. We will not be responsible for any claims whatsoever afterwards.
• Transfers will be considered as executed unless any claim contrary to this is received from the remitter within 15 days from date of remittance.
• Refund against cancelled transfers or any other remittance transactions returned unpaid for whatsoever reason will be made at prevailing buying rate or purchase rate whichever is lower.
• All transactions will be subject to the AML/CFT laws, regulations, standards and policies issued by the Central Bank of UAE and other international organizations/bodies.
• It is the Customer’s responsibility to safeguard his login credentials; all transactions submitted through the Customer’s online profile will be considered as submitted by the Customer.
• The terms and Conditions of Western Union (WU) shall be applicable for all WU transactions. For inquiries please visit www.westernunion.com.
• In accordance with CBUAE standards, our Key Facts Statements are available across all our branches and on our website. Upon registration and/or proceeding with a transaction, you consent to and confirm that you have read the Key Facts Statement and clearly understand all the information and references provided therein.

By applying for and using the LuLu Exchange Services at the Branch or online, You acknowledge and accept these T&Cs and any supplementary terms and conditions that may from time to time be in force.

• Words and text not defined in the Money Application Terms & Conditions shall have the meaning as defined under the General T&Cs.

• The Money Application Services are available only for a Device running either on Apple or Android operating systems and data connections that meet required specifications and configurations. Customer agrees to procure and maintain a Device and data connection that meet these requirements at Customer own expense.
• Guidance on operation of the Money Application Services will be made available to Customer. Customer must follow all relevant guidance whenever Customer operates the Money Application Services. If there are changes to operation requirements, Customer will be notified about such changes.
• Service Provider may post alerts on its Website and it is Customer responsibility to check updates or changes. Customer accepts that Service Provider may send Push Notifications from time to time, and may add, delete, and/or modify Push Notifications based on Customer requests.
• Instructions received after Service Provider normal working hours will be processed on the next Business Day. Customer agrees that Service Provider may, at any time, in its sole discretion and without prior notice, temporarily suspend operation of Money Application Services for updates, maintenance, and upgrading purposes without liability.

• By registering on, accessing, browsing, downloading, creating an Account or using the Money Application for any general purpose or to avail any Money Application Services, Customer agrees to these T&Cs.
• Customer automatically and immediately agrees to all applicable terms, including service-specific terms and conditions, as amended from time to time.
• If Customer does not accept or agree with any T&Cs, Customer must not access, browse or use the Money Application and must immediately terminate use by deleting or deactivating the Account.
• Customer acknowledges that acceptance of these T&Cs constitutes a legal contract between Customer, being an individual user aged 21 years or above, and Service Provider.
• All services are rendered by Service Provider through the Money Application under the brand name LuLu International Exchange (or any derivatives/variations thereof).
• All rights, benefits, liabilities and obligations under these T&Cs accrue to and/or are incurred by Service Provider in relation to Customer use of Money Application Services and any future services offered on the Money Application.
• Subject to Customer acceptance of and compliance with these T&Cs, Service Provider grants Customer a personal, non-exclusive, non-transferable, limited, revocable privilege to enter and use the Money Application and/or avail Money Application Services.

To be eligible to avail Money Application Services, Customer should not:

• Be a person under the age of 21 years.
• Impersonate any person, or falsely state or otherwise misrepresent Customer identity, age, source of funds, or affiliation with any person or entity.
• Render the service on behalf of a third party or use another person or entity funds.
• Be a person previously suspended or removed by Service Provider from availing LuLu Exchange Services or accessing Money Application.
• Be a corporate, business house or any other entity other than a natural person.
• Use the service for routing corporate or business transactions.

• By accepting these T&Cs or otherwise using Money Application Services, Customer represents that Customer does not fall under the prohibited categories above and uses Money Application solely as a natural person and on Customer own behalf.
• Customer further represents and warrants that Customer has the right, authority and capacity to enter into this agreement and abide by all T&Cs.
• In case of any violation of these T&Cs, Service Provider reserves the right to suspend or permanently prevent Customer from availing Money Application Services or using the Money Application Mobile App.

• Service Provider will issue Security Codes for Customer access to Money Application and Money Application Services. Service Provider may also issue additional requirements, restrictions, instructions, activation/access procedures or other conditions related to access, use, Security Codes and Transaction performance (“Procedures”). Customer agrees to comply with all Procedures issued from time to time.
• Customer must secure Money Application installed on Customer Device with a password. All passwords and Security Codes must be kept strictly confidential and must not be disclosed to anyone.
• Customer must not permit any person to access Customer Device in a manner that enables access to Money Application, Security Codes, or Money Application Services.
• If Customer loses possession or control of Customer Device where Money Application and/or Security Codes are installed, Customer must immediately notify Service Provider to restrict services on the lost device.
• Until Customer notifies Service Provider, all Instructions associated with Customer Security Code are deemed correct, valid, and issued by Customer. Service Provider is entitled to rely on such Instructions whether they originated from Customer or purportedly from Customer. Customer accepts responsibility for erroneous or inadvertent messages received and processed.
• Customer agrees to indemnify Service Provider against liabilities, losses, claims and damages resulting from Customer negligence, breach, non-compliance, or loss of Device and/or Security Codes.
• Customer will receive an SMS message confirming receipt of funds.

Customer shall always comply with the following and hereby agrees:

• Not to use Money Application for any purpose other than accessing Customer own Account and performing Transactions using Money Application Services.
• Not to permit or enable any person to access Money Application or leave Customer Device unattended in a way that enables others to access it.
• Not to reproduce, modify, reverse engineer, or decompile Money Application, or permit any person to do so.
• Not to permit any person to access Security Codes.
• To acknowledge that Money Application Services and associated software are owned, proprietary or licensed to Service Provider.

By accessing or using Money Application or availing Money Application Services, Customer agrees not to:

• Impersonate any person or entity, falsely claim or misrepresent affiliation, access accounts of others with or without permission, perform fraudulent activity, or avail services with potentially fraudulent funds.
• Use or access Money Application or any service to facilitate or support any act or omission that violates these T&Cs or laws in any jurisdiction, including Anti-Money Laundering regulations, Notice 2922/2008, Federal Law No. (20) of 1972, applicable exchange business regulations, illegal gambling, fraud, or terrorist financing.
• Infringe Service Provider or any third-party intellectual property rights, publicity rights, or privacy rights.
• Intentionally interfere with or damage operation of Money Application Services, Money Application, or any Customer enjoyment of it by any means, including viruses, adware, spyware, worms, or malicious/destructive code.
• Provide false, inaccurate or misleading information, including identity, age, and source of funds.
• Avail Money Application Services with funds that Service Provider reasonably believes are potentially fraudulent.
• Use Money Application Services in a manner that results in or may result in complaints, disputes, reversals, chargebacks, fees, fines, penalties, or other liability to Service Provider, a third party, or Customer.
• Use Money Application Services in a manner that Service Provider or any payment card network reasonably believes is abuse of the payment card system or a violation of payment card network rules.

• In certain cases, payment of a money transfer may be subject to local taxes and service charges. The beneficiary may incur additional fees for receiving funds. Transfers should be sent to a local beneficiary bank account; otherwise, the receiving institution may convert funds at its own exchange rate or reject the Transaction. The beneficiary agreement with its account provider/bank governs rights, liability, fees, funds availability and account limitations. Where there is inconsistency between account number (including mobile number for mobile accounts) and beneficiary name, the transfer will be credited to the account number provided by Customer. Service Provider accepts no responsibility for fees, exchange rates, or acts/omissions of destination/intermediary financial service providers.
• Money transfer payments are normally made in the currency of origin country. All currency is converted at Service Provider then-current exchange rate, calculated based on commercially available interbank rates plus a margin, which may be adjusted several times daily in line with relevant financial market closing rates globally.

• Availability and proper functioning of Money Application Services depend on variable circumstances, including location, network availability, Payment Gateway and signal strength, and proper functioning of hardware, software and Device. Service Provider is not liable for loss or damage resulting directly or indirectly from unavailability or improper functioning.
• LuLu Exchange assumes no liability for monetary or other damage suffered by Customer due to delay, failure, interruption, or corruption of data/information transmitted in connection with Payment Gateway use/services.
• LuLu Exchange assumes no liability for interruption or errors in operation of the Payment Gateway.
• Customer agrees to indemnify and compensate Service Provider for damages, losses, expenses or liabilities incurred due to Customer breach of these T&Cs, including circumstances under this Clause 10.
• Customer understands that loss of Device and/or SIM card or possession by others may lead to misuse. Customer agrees to indemnify Service Provider for such misuse and shall not hold Service Provider responsible for resulting losses.
• If Customer opens additional accounts or subscribes to Service Provider/affiliate products and Money Application Services are extended to those products/services, applicable product/service T&Cs will automatically apply.
• LuLu Exchange complies with Anti-Money Laundering and Counter-Terrorism Financing requirements. Customer agrees to provide true, accurate, complete and current information/documents and indemnifies Service Provider for loss caused by untrue/inaccurate/incomplete/non-current information.
• Other products/services made available from time to time in Money Application may be accessed by Customer based on subscription.
• Customer accepts risks associated with internet communication and, if Customer chooses to use Money Application Services through Money Application, does so entirely at Customer own risk and without liability on Service Provider.
• Accuracy and correctness of all information/details transmitted through Service Provider services are Customer responsibility, and Customer accepts that Transactions/Instructions will be processed without further notice or verification.
• Once Customer submits and confirms an Instruction or Transaction, Service Provider has no obligation to accept amendment or cancellation thereafter.
• Customer may add beneficiaries for transactions/payments through Money Application, and Customer accepts that Service Provider is not liable for delay/non-payment caused by beneficiary detail errors, failure to identify beneficiary, or delay/failure by receiving party.
• Service Provider does not represent or warrant that Money Application will be available to meet requirements, uninterrupted, error-free, free from failures/omissions/loss of transmitted information, or free from viruses/contaminating/destructive properties.
• Customer accepts that LuLu is not liable for negligence, breach, misrepresentation, claims, delays, expenses, damages or other liabilities including legal costs, loss of profit, business revenue, investment, goodwill, business interruption, anticipated savings, or data loss arising from LuLu acting/failing to act on Customer Instructions, errors in information provided by Customer, unauthorized use/access, service malfunction/breakdown, or events outside Service Provider control.
• Customer agrees to treat access rights, documentation and all information related to Money Application Services as strictly private and confidential and must not copy/reproduce them in whole or in part.
• If Customer subscribes, Service Provider will provide alerts/confirmations to nominated contact number or email whenever a Transaction is performed using Money Application services.
• Customer accepts that Service Provider may impose charges on Money Application services and may deduct such charges from Customer Account or charge additionally. If Customer uses a credit card for money transfer, cash advance fees may apply except for utility payments.
• In no event will LuLu Exchange or its contractors, agents, licensors, partners or suppliers be liable for special, indirect, incidental, consequential, punitive, reliance, or exemplary damages (including lost business opportunities, lost revenues, anticipated profits or other pecuniary/non-pecuniary losses) arising out of or relating to this agreement/T&Cs, services, Money Application or inability to use them, even if advised of possibility of such damages.
• Customer acknowledges that Service Provider pricing and service offering rely on warranty disclaimers and liability limitations, which form an essential basis of this agreement. To the extent permitted by applicable law, Service Provider liability is limited accordingly and this survives termination.

Customer agrees to indemnify, save, and hold LuLu Exchange, its affiliates, Partners, contractors, sub-contractors, employees, officers, principals, directors, agents, licensors, and partners harmless from any and all claims, losses, damages, liabilities, costs and expenses, including legal fees and expenses, arising out of or related to: (i) Customer use or misuse of Money Application; (ii) violation by Customer of this agreement; or (iii) breach of representations, warranties, and covenants made by Customer herein. Service Provider reserves the right, at Customer expense, to assume exclusive defense and control of any matter for which Customer is required to indemnify Service Provider, including rights to settle, and Customer agrees to cooperate with such defense and settlement. Service Provider will use reasonable efforts to notify Customer of any third-party claim/action/proceeding subject to this indemnity upon becoming aware of it. This clause survives termination.

The debit/credit card details provided by Customer for Money Application Services must be correct and accurate, and Customer shall not use a card that is not lawfully owned by Customer or not authorized by the lawful owner. Customer further agrees to provide correct and valid card details. Customer warrants, agrees and confirms that when Customer initiates a payment Transaction and/or issues an online payment Instruction and provides card/bank details:

• Customer is fully and lawfully entitled to use such credit/debit card or bank account for such Transactions.
• Customer is responsible for ensuring card/bank account details provided are accurate.
• Customer authorizes debit of nominated card/bank account for payment of selected fees along with applicable fees.
• Customer is responsible for ensuring sufficient credit is available on nominated card/bank account at payment time to permit full payment of dues/bills selected inclusive of applicable fee.

The service is provided to facilitate access to view and pay fees online. Service Provider and/or the Payment Gateway do not make any representation of any kind, express or implied, as to operation of the Payment Gateway. By accepting/agreeing to these T&Cs, Customer expressly agrees that use of the aforesaid online payment service is entirely at Customer own risk and responsibility.

Once Customer has registered and paid fee through online Payment Gateway, Customer will not be able to cancel the Transaction in any circumstances; however, payment refund can be considered only under the refund policy in Clause 15.

• Refund for Charge Back Transaction: In case of any chargeback claim by Customer for any reason, Customer shall immediately approach Service Provider with claim details and seek refund from LuLu Exchange only. Refund (if any) shall be effected only by LuLu Exchange via Payment Gateway or any other means deemed appropriate by LuLu Exchange. No refund/chargeback claim shall be made by Customer to payment service provider(s), and any such claim shall not be entertained.
• Refund for fraudulent/duplicate transaction(s): Customer shall contact Service Provider directly for any fraudulent transaction due to misuse of card/bank details by any fraudulent individual/party, and such issues shall be addressed by LuLu Exchange in line with its policies and rules.

To the fullest extent permissible under applicable law, LuLu Exchange and its third-party partners, licensors and suppliers disclaim all warranties or guarantees, whether statutory, express or implied, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement of proprietary rights. No oral or written advice/information obtained by Customer from Service Provider or through Money Application creates any warranty other than those expressly stated herein. For this disclaimer, the term LuLu Exchange includes officers, directors, employees, shareholders, agents, licensors, contractors, subcontractors and affiliates. Customer acknowledges Service Provider acts as a facilitator of money remittance services and is not liable for third-party obligations (including banks), exchange-rate fluctuations, remittance delays, or related matters. Money Application and related data/information/software/reference sites/services are provided on an “AS IS”, “AS AVAILABLE” and “WITH ALL FAULTS” basis. Service Provider and its partners do not warrant uninterrupted or error-free operation, absence of viruses/harmful components, or correction of defects. Customer use, access, download and any information/material/data obtained through Money Application or reference platforms are at Customer own discretion and risk, and Customer is solely responsible for resulting damage or data loss. This clause survives termination. In no event will LuLu Exchange be liable for incidental, consequential, or indirect damages arising out of use or inability to use Money Application.

• Security Tools are Customer identification and authentication for accessing Money Application services. Once entered successfully, any received Instruction(s) or processed Transactions are deemed authorized and originating from Customer without further written or other confirmation, even if not authorized by Customer or performed by another person.
• Customer agrees that any person using Security Tools to access Customer Account through Money Application services will be granted access, and Service Provider is not obliged to further verify identity or validity of transactions made on Customer behalf.
• Customer should immediately notify Service Provider if Customer mobile device is lost, stolen, or damaged.
• From time to time, Service Provider may require Customer to change MPIN and/or password for security. MPIN/password may be reactivated and, if allowed by Service Provider, Customer may be given an additional 5 login attempts.
• If Customer requests a new MPIN/password, Service Provider will respond only after completion of authentication. If approved, Service Provider will reset and issue a new MPIN/password to Customer registered mobile.
• In case of misuse, Customer accepts that Service Provider has the right to disable access to Money Application services.

• At LuLu International Exchange, Customer privacy and data security are taken seriously. Customer financial and personal data are protected using proven technologies. LuLu International Exchange is certified/accredited by third-party privacy organizations and regulated by UAE government agencies.
• 24/7 Built-in Transaction Monitoring Protection: Platform activity is continually monitored to protect customers from fraudulent activity and unusual transactions. For safety/security, Service Provider may place a temporary hold or block on a transfer until activity is validated.
• Regulated: LuLu Exchange is fully regulated and registered as a certified money transmitter and operates across UAE, Oman, Kuwait, Bahrain, Qatar, India, Philippines, Hong Kong, Malaysia, and Singapore.
• World-Class Compliance: A sophisticated multi-point process is used to ensure all transactions are subject to appropriate Know Your Customer and regulatory checks.

Customer expressly and impliedly provides free and unconditional consent for: transfer of LuLu Exchange rights/obligations under this agreement to affiliates or third parties; use of Money Application and LuLu Exchange services subject to specific affiliate terms; receipt of communications/notices/information from LuLu Exchange and affiliates; sharing of business information (including data analytics and service-related customer information) between LuLu Exchange and affiliates as necessary for service improvement, vendor support, contract enforcement, legal/regulatory compliance, fraud/money laundering prevention, risk mitigation enhancement, and data retention per applicable laws/internal policies. LuLu Exchange privacy policy applies and forms part of these T&Cs. Customer acknowledges that internet transmissions are not completely private/secure and information sent through Money Application may be read or intercepted by others even where encryption notices are displayed.

The Money Application Services and Money Application are owned and operated by Service Provider. Visual interfaces, graphics, design, compilation, information, computer code (source and object), products, software, services and all other elements provided by Service Provider (“Materials”) are protected by applicable copyright, patent, trade dress, trademark and other intellectual property laws in the UAE and international conventions, including Federal Law No. (7) of 2002, Federal Law No. 31 of 2006, and Federal Law No. 37 of 1992 (as amended). As between Customer and Service Provider, all Materials, trademarks, service marks and trade names on Money Application are property of Service Provider and/or third-party licensors/suppliers. Customer agrees not to remove, obscure, alter, sell, license, distribute, copy, modify, publicly perform/display, transmit, publish, edit, adapt, create derivative works from, or otherwise make unauthorized use of such Materials except as expressly authorized by Service Provider. Service Provider reserves all rights not expressly granted. If Customer submits comments or ideas to improve Money Application, Customer irrevocably assigns all rights, title and interests in such ideas and related worldwide intellectual property rights to Service Provider and agrees to execute documents/acts reasonably necessary to perfect these rights.

• Service Provider records maintained through mobile network or otherwise, unless proven wrong, are accepted as conclusive and legally binding evidence of Customer transactions using Service Provider services.
• Customer is responsible for strict adherence to security guidelines for using Service Provider services, including compliance with security alerts posted on Website and/or advised by email.
• Where Customer has accepted General T&Cs for in-branch services and/or other branch registration terms, such terms continue to apply except where they conflict with these T&Cs, in which case these T&Cs prevail.
• Customer may request termination of access to Service Provider services at any time by giving Service Provider prior written notice of three (3) Business Days.
• Service Provider may, from time to time and at its sole discretion with prior notice, amend these Terms & Conditions. Changes apply on the effective date specified in the notice.
• These Terms & Conditions are governed by laws of the United Arab Emirates and rules, regulations and directives of the Central Bank of the United Arab Emirates. Any dispute arising from breach shall be subject to courts of Dubai, provided Service Provider may initiate proceedings in any other appropriate jurisdiction.
• If any term is held void or unenforceable by a court or competent authority, that term is deemed deleted and remaining terms continue in full force and effect.
• These T&Cs are issued in bilingual Arabic and English texts; in case of contradiction, the English text prevails.

By applying for and using Money Application Services, Customer acknowledges and accepts these T&Cs and any supplementary terms and conditions that may from time to time be in force.

For the purpose of these Terms and Conditions, the following expressions shall have the meanings assigned to them as follows:

The term “Card” refers to a reloadable, multi-currency, prepaid card, issued to the Cardholder under these Terms and Conditions. It may be issued in either a digital or physical form and is enabled for both domestic and international usage.

The term “Cardholder” refers to the individual whose name is registered against the Card and who has successfully completed the Know Your Customer (KYC) process as mandated by applicable laws and regulations.

The “Issuer” refers to LuLu Exchange, a financial services provider licensed by the Central Bank of the UAE and authorized to issue the multicurrency travel prepaid cards under Bin Sponsorship.

The “BIN Sponsor” is Zand Bank PJSC, which supports the issuance and lifecycle of the Card under the applicable network schemes.

The “Available Balance” refers to the actual amount of funds held in the Card’s wallet(s), after deduction of any applicable fees, charges, and pending transactions.

The term “Wallet” or “Purse” shall denote a currency-specific digital balance held on the Card, which may include, but is not limited to, AED, USD, EUR, GBP, INR, and PHP.

The “Base Currency” shall refer to the default conversion currency, AED, used for the purpose of converting funds when transactions are executed in unsupported or unallocated currencies.

A “Domestic Transaction” refers to any transaction carried out within the UAE in AED.

An “International Transaction” refers to any transaction initiated outside the UAE or conducted in a foreign currency.

The term “Transaction” encompasses any activity that impacts the Card balance, including but not limited to ATM withdrawals, point-of-sale purchases, e-commerce transactions, balance inquiries, wallet transfers, fees, and other authorized charges.

The term “Know Your Customer” or “KYC” refers to the regulatory and procedural framework under which the Issuer is required to collect and verify information concerning the identity, address, nationality, and source of funds of the Cardholder in order to comply with anti-money laundering (AML), counter-terrorism financing (CTF), and customer due diligence obligations under UAE law.

The term “Reload” denotes the process of adding monetary value to the Card via any of the Issuer’s authorized channels, including physical branches, mobile applications, or third-party service providers, subject to applicable limits, fees, and verification protocols.

The term “Unload” refers to the withdrawal or redemption of any unused balance from the Card, either partially or in full, in accordance with the rules specified herein and subject to applicable fees and compliance requirements.

The term “Mobile App” or “Portal” refers to the digital platforms made available by the Issuer for the purpose of enabling Cardholders to view transaction history, manage wallets, reload or unload balances, initiate disputes, or modify personal settings.

An “Inactive Card” is defined as a Card on which no financial or non-financial transaction has occurred for a continuous period of six (6) months. Inactivity may lead to the application of fees or suspension of services as described in these Terms and Conditions.

The Card shall be made available only to individuals who are residents of the United Arab Emirates, aged eighteen (18) years or above, and who hold a valid Emirates ID. The issuance of the Card is contingent upon the successful completion of all required KYC checks, including but not limited to identity verification, address validation, and source-of-funds declaration.

Upon successful application and approval by the Issuer, the Card may be issued in either a digital format, which can be activated and used immediately, or in a physical format, which will be delivered within a standard period of three (3) to five (5) business days. The Issuer reserves the right to reject any application without assigning a reason and shall have no obligation to justify such refusal.

The Digital card shall be activated upon the first successful loading of funds. Once activated, the Card may be used for making purchases, both domestically and internationally, at point-of-sale terminals, e-commerce platforms, and for withdrawing cash at ATMs that accept Visa.

The Card shall support contactless payments, chip-and-PIN authentication, and 3D secure protocols for enhanced transaction security.

The Physical card needs to be activated in LuLu Money App and a secure pin set. The first transaction needs to be a contact payment, thereafter, the card can be used for making purchases, both domestically and internationally, at point-of-sale terminals, e-commerce platforms, and for withdrawing cash at ATMs that accept Visa.

Cardholders are expressly advised not to use the Card for transactions requiring pre-authorization, such as hotel check-ins, car rental bookings, or fuel station holds, as such use may result in funds being blocked or held temporarily without the Cardholder’s ability to use those funds.

The Card supports multiple currencies through 26 distinct wallets and at any given time can keep up to 5 currency wallets in addition to the default AED base currency wallet. Funds may be loaded onto the Card only in AED, either through LuLu Exchange branches, mobile application, or designated partner channels. Upon loading, the Cardholder may allocate or convert AED into any of the supported and selected wallets based on prevailing exchange rates as determined by the Issuer.

In the event a transaction is initiated in a currency that matches one of the Card’s wallets and sufficient funds are available in that wallet, the transaction amount will be deducted directly from that currency wallet. If insufficient funds are available in the relevant wallet, the system will attempt to deduct funds from other wallets in a pre-defined order of priority, converting amounts as necessary at the applicable exchange rate, which may include a currency conversion fee.

The Issuer makes no guarantees regarding exchange rates and shall not be liable for any foreign exchange losses or fluctuations. The Cardholder is encouraged to maintain adequate balances in the intended transaction currency to avoid additional fees.

The Card is subject to various service charges, including but not limited to, issuance fees, ATM withdrawal charges, currency conversion margins, inactivity fees, and account closure or refund charges. These fees may be amended at the discretion of the Issuer and are published in the Issuer’s Fee Schedule available on its website or digital platforms.

Spending and loading limits apply to the Card, including a maximum wallet balance, daily ATM withdrawal cap, daily point-of-sale transaction limits, and annual load caps. These limits are subject to change in accordance with the Issuer’s internal risk policy and relevant regulations in the UAE.

The limits of the primary/main card will be inclusive of the limits assigned to its Supplementary Cards. The overall holding limit/funding limit/spending limit etc., before and after the issue of Supplementary cards, must remain the same.

No interest shall accrue on balances held in any wallet, and the Card shall not support overdraft facilities. Any attempt to exceed the Available Balance shall result in transaction decline, and in exceptional cases where a negative balance arises, the Cardholder shall immediately reimburse the Issuer.

The Cardholder shall be solely responsible for ensuring the confidentiality and security of the Card, the associated PIN, and any access credentials used in the mobile application or online portal. In the event of loss, theft, or unauthorized access, the Cardholder must immediately report the incident to the Issuer’s 24/7 customer service hotline.

Upon notification, the Card shall be blocked to prevent further transactions. The Issuer may issue a replacement card upon verification of the Cardholder’s identity and payment of the applicable replacement fee. Transactions conducted prior to such notification shall remain the liability of the Cardholder unless proven to be fraudulent and unauthorized.

The Cardholder is expected to review all transactions made on the Card through the mobile application, online portal, or monthly statements. Any discrepancies, unauthorized transactions, or suspected errors must be reported to the Issuer within thirty (30) calendar days from the date of the transaction.

Disputes must be raised by submitting a formal Dispute Resolution Form, accompanied by supporting documentation. The Issuer shall investigate the matter in accordance with internal policies and regulatory requirements and will endeavor to resolve the dispute within ninety (90) days. If the dispute is resolved in the Cardholder’s favor, the disputed amount will be credited back to the appropriate wallet on the Card.

The Issuer shall collect, process, and store the Cardholder’s personal and transactional data in accordance with applicable UAE data protection laws and international best practices. By accepting these Terms and Conditions, the Cardholder consents to the sharing of personal data with Zand Bank PJSC, Visa, the program manager, and any regulatory or governmental authority, where required by law.

The Cardholder agrees to receive all notifications, including transaction alerts, statement summaries, updates to these Terms and Conditions, and promotional content via email, SMS, or mobile push notifications. It is the responsibility of the Cardholder to ensure that contact information remains up to date at all times.

If a Card remains unused for a period of six (6) consecutive months, it shall be classified as inactive. In such cases, an inactivity fee shall be applied monthly, and such fee shall continue to be deducted until the balance is exhausted or activity resumes.

A Card that remains inactive for a period of twelve (12) months will be automatically closed and may be re-activated only upon receiving a request from the customer via appropriate authentication process. If requested, any available balance will be refunded to the Cardholder after deduction of applicable closure fees and currency conversion charges.

The Card shall remain valid until the expiry date printed on its face or as notified digitally. Upon expiry or voluntary closure by the Cardholder, any remaining balance, net of applicable fees, may be refunded to the Cardholder in AED, subject to verification of identity and compliance with AML and KYC procedures. Refunds may take up to fifteen (15) business days to process.

The Issuer reserves the right to suspend or terminate the Card at any time, with or without notice, in the event of suspicious, fraudulent, or unauthorized activity or in case of regulatory requirement or breach of these Terms and Conditions.

The Cardholder may voluntarily terminate the Card by submitting a request through the official customer service channels.

These Terms and Conditions are subject to amendment from time to time at the sole discretion of the Issuer. Any such amendments shall be published on the Issuer’s official website and may also be communicated via email or mobile application. Continued use of the Card following any amendments shall constitute the Cardholder’s acceptance of the revised Terms and Conditions.

These Terms and Conditions shall be governed by and construed in accordance with the federal laws of the United Arab Emirates. Any disputes arising in connection with the Card shall be subject to the exclusive jurisdiction of the competent courts of Dubai.

For assistance related to the Card, including balance inquiries, transaction disputes, card replacement, or general queries, the Cardholder may contact the Issuer through its dedicated customer care helpline, by email, or by visiting any of its branches during regular business hours. Details are available on the official website of LuLu Exchange.

The Cardholder agrees to indemnify and hold harmless the Issuer, its affiliates, the BIN Sponsor, and payment scheme partners from any claim, demand, loss, or damage arising out of misuse of the Card, breach of these Terms and Conditions, or violation.