Retail Banking

TERMS AND CONDITIONS

Personal Customer Agreement

This Agreement is between us, National Bank of Commerce Limited, and you, our Personal Banking
customer. You are an individual acting in your personal capacity. This Agreement covers all our Personal
Banking products and services except loans. Some products and services require an additional agreement
to be read with this Agreement.

By taking up or continuing to use our Personal Banking products and services, you agree to the terms as
set out in this Agreement

We will provide information to you about the prices, benefits and any limitations of our products and
services before you agree to take them.

Your Risks
Please pay extra attention to text highlighted in a box like this to emphasize a risk that we wish to draw
to your attention.

Parts of this Agreement

1. Bank accounts
2. Your banking
3. General

1. Bank accounts
This Part 1 of the Agreement applies to your bank accounts, including current and savings accounts,
products and services linked to your bank accounts. “Your Account” refers to any account that you have
with us.

1.1. Accounts statements

We will make available Account statements to you which are the official record of your Account. You
agree to check them promptly and to let us know if you think anything may be incorrect by contacting us
within a reasonable time. We make statements available by electronic means, such as email or on our
Banking App, mail, unless we agree with you otherwise.

1.2. Fees
You agree to pay fees which, depending on the features of your Account and the products and services
that you take up, may include:
• a monthly fee for your Account which is debited to your Account monthly in arrears;
• fees for transactions on your Account and
• fees for administrative services that you require in relation to your Account
• fees and costs reasonably incurred when the law requires the Bank to provide Account records to a
court or statutory authority, or to take other action in relation to an Account,

Fees are debited either at the time of the transaction, shortly after the time of the transaction or monthly
in arrears.

Fees are displayed as per our Tariff Guide available in any of our Branches, eBanking and published on
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our website.

We offer a range of Accounts with different price and benefits options.

We can change our fees by giving you reasonable notice before the change takes effect. Our notification
will be made available on our website, in our branches and/or on our eBanking channels or as agreed
with you.

1.3. Savings Accounts

Terms relating to Savings Accounts are set out in the relevant product agreement or term sheet. Interest
rates (except for Islamic Accounts) are provided to you when you open the Account.

1.4. Maintaining a credit balance

Unless we have granted you a credit facility on your Account, you agree to maintain a credit balance at
all times. If a debit arises, it is immediately due and payable from you to us and you agree to fund your
Account to repay the debit balance immediately.

We may, in our sole discretion, allow you to have a debit balance within a limit and for as long as it
appears appropriate to us as an informal credit facility to assist you on a short term basis.

You agree to pay interest and/or fees on any debit balance that arises as specified in the tariff guides.
Interest is charged on a debit balance daily at the end of the day and is debited to your Account monthly
in arrears.

A transaction that you have done may sometimes only be debited to your account long after you have
used your debit card to authorise the transaction

Your risk of a debit balance

A debit balance can arise on your Account when you do not have a credit facility if:
• your credit balance is insufficient to pay our fees when they are debited to your Account, or
• we allow you to draw against cheques that have been credited to your Account before we have
collected payment from the drawer’s bank, and the cheque is stopped or dishonored, or
• other debits passed to your Account exceed your credit balance (e.g. we allow a payment through
to assist you although your credit balance is insufficient, or we reverse a credit made to your Account
in error). A debit balance may affect your credit profile.

1.5. Cheques
If we issue you with a book of cheques you agree to:
• keep them securely in your possession;
• notify us if you lose them, or you know or suspect that your cheques have been stolen, forged, or
fraudulently altered;
• take reasonable care to safeguard your cheques and to write them in a manner least likely to permit
a fraud; and
• not to allow anyone to sign cheques on your behalf (other than someone duly authorised under a
power of attorney registered with us).

1.6. Charges to other Accounts,

If you fail to pay any credit agreement instalments when due, you authorise us to use amounts that you
have available in any of your bank accounts, now or in the future, to pay such arrear amounts.

1.7. Dormant Accounts

If you do not use your Account for the period of up to 150 days (5 months), or if your Account has a nil
balance, it may become ‘dormant’. This means that you will not be able to use the Account or access any
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credit balance in your Account. To access a dormant Account or claim any credit balance in the Account,
you will have to contact us. We may ask you for information and documents to support your claim. We
may be required to transfer a credit balance to a regulatory authority under the Law.
We will give you a reasonable written notice when your Account becomes dormant

1.8. Shari’ah Accounts and products

If your Account or banking product is Shari’ah compliant (an Islamic account or Islamic product):
• it will be based on Shari’ah principles and approved by the independent Shari’ah Supervisory Board;
• we will use deposits received in compliance with Shari’ah principles;
• overdrafts are not permitted;
• you will not earn interest ;
• we will not charge interest; and
• you authorise us to dispose of any involuntary income that is not permitted under Shari’ah law in
accordance with Shari’ah principles.

1.9. Closing your Account

Unless an agreement relating to a particular product or service says otherwise, you can close your
Account at any time provided you first settle any debit balance owing.
• If your account with us is not funded for more than 90 days, we can close it with a reasonable written
notice to you
• We can close your Account (subject to any restrictions imposed by law), with reasonable notice to you.

1.10. Qualifying criteria

If your Account has qualifying criteria (e.g age) and you cease to meet the criteria, we will change your
Account to similar one that we offer at the time without the qualifying criteria.

By Opening Chanua or student accounts, you agree with the product limit age of 18 years or 25 years
respectively, and once the age is attained the account should be migrated to either of the below products
otherwise your account shall stop operating unless we get instructions from you.
(i) Ordinary Savings (ii) La Riba savings

1.11. Telephone or E-mail instructions

We may allow you at your risk to give us instructions by telephone or email provided that all the relevant
documentation in form and substance satisfactory to the Bank have been signed. To keep your money
safe, and to avoid mistakes, we will only follow telephone or email instructions if we think they are
complete, clear and come from you. You agree to indemnify the Bank on all telephone and email
instructions executed on your behalf.

Risk of telephone or email instructions

Unless an instruction is obviously wrong, we will assume that you have given us the right information
(and in particular will assume the account(s) number you have given is correct) and we will not be
responsible for acting on such instructions.

1.12. Amounts credited to your Account that do not belong to you

If your Account is credited with an amount that does not belong to you, you agree:
• to tell us straight away;
• not to withdraw or spend it and that if you do, you have to pay it back to us; and
• that we can debit your Account with the amount credited to your Account that does not belong to
you (whether or not you have spent or withdrawn it)

1.13. Joint Accounts

This Agreement applies to everyone named on your joint Account, together and as individuals.
Any of you, either jointly or individually, can give us instructions about your joint Account. These instructions
© 2022 National Bank of Commerce Limited, NBC House, Azikiwe Street/Sokoine Drive, P. O. Box 1863, Dar es Salaam, Tanzania.
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will relate to us:
• allowing withdrawals of any amount, whether principal or interest, which may be standing to your
joint credit;
• honor and comply with all cheques, eBanking transactions and any other banking instruments made,
or given at any time even if the Account is overdrawn or any existing overdraft further incurred;
• treat such bank instruments and transactions as endorsed on your behalf and to discount or otherwise
deal with them

If there is a dispute between joint Account holders that we know about, we may insist that all instructions
to us is given jointly, or and cancel your debit or credit cards and suspend your eBanking access.
All payments and remittances received by us in the name(s) or for the credit of either or any one or
more of you shall be placed by us to the credit of such joint account, subject to any contrary instructions
from you. Should any of you have another account in our sole name, with you, then the payments and
remittances will go to that account.

You agree to be jointly and severally liable for any balance on the Account which may become due to us.
If you wish to revoke authority provided in relation to joint accounts, you are required to send us a notice
in writing.

If one of you dies, the survivor(s) may continue to operate the Account, and the Account will not be part
of the deceased person’s estate unless you have given us instructions through a written notice, prior to
your death, to treat the account otherwise.

Risk of Joint Accounts

If you owe us money on any joint Account or joint credit facility we can recover the full amount from any
one named on your joint Account.
Any of you, either jointly or individually, can negotiate for and take advances, in your name and on
your behalf, by way of discounts, loans, overdraft or otherwise with or without security and pledge any
species of security for repayment of such advances.

2. Your banking
This Part 2 of the Agreement covers different ways to carry out your banking.
Depending on the features of the Accounts and products and services that you take up, you may use:
• a debit card to transact on your Account;
• eBanking to access and transact on your Account via the internet or cellphone or by using an
application on a smartphone, tablet or similar device [electronic channels]; and
• SMS Alert to stay up to date with transactions on your Account
• CashSend to transfer money to a recipient who withdraws the money at one of our ATMs

2.1. Your Card

You can use your Card to withdraw cash, deposit money, transfer money, and pay for goods and services
where your Card is accepted as a means of payment. Your Card expires on the date shown on the Card.

2.2. Authorising Card transactions

You authorise Card transactions in your presence by presenting your Card and signing a transaction slip,
or by presenting your Card and entering your personal identification number, called a PIN, into a point-
of-sale terminal or by presenting your Card and tapping it on a point-of-sale terminal that is contactless
enabled or accepting the transaction on your cellphone.

© 2022 National Bank of Commerce Limited, NBC House, Azikiwe Street/Sokoine Drive, P. O. Box 1863, Dar es Salaam, Tanzania.
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 Risk of Card transactions authorised remotely
You authorise Card transactions remotely without presenting your Card (e.g. by telephone or over the
internet) by providing your Card number, its expiry date, and its security number. This carries a higher
risk of fraud and disputes than when you authorise Card transactions in your presence.

2.3. Keeping your Card secure

You agree:
• to sign your Card on the signature strip on the reverse side as soon as you receive it;
• not to allow anyone else to use your Card; and
• to keep your Card securely in your possession.

2.4. When your Card is at risk

The security of your Card is at risk if you lose it, or if it is stolen, and when someone else knows your
password.
You agree to tell us straight away if the security of your Card is at risk.
If you tell us that your Card is at risk we will cancel it.

2.5. eBanking
eBanking enables you to transact on your Account via the internet or cell phone or by using an application
on a smartphone, tablet or similar device which you may need to upgrade from time to time to continue
to access eBanking.

Fees and charges may apply for certain transactions done through eBanking services. You may refer to
the Tariff Guide available in any of our Branches, eBanking channels and published on our website.

e-Signatures
Where available, you agree that a written contract between us (you and the Bank) is legally valid and
binding, if signed using legally acceptable means of electronic signatures.

e-documents collection
Where applicable, you will be able to electronically upload documents and images in order to update
your account records; or process applications for products and services subject to your completing security
checks.

2.6. CashSend
CashSend enables you to transfer money via eBanking or at one of our ATMs to a recipient with a locally
registered cellphone number, who withdraws the amount transferred at one of our ATMs.

When you use CashSend to transfer money, the recipient withdraws it from one of our ATMs by entering
the amount, a reference number that we send by SMS and an access code that you select. You agree
not to share the amount of the transfer or the access code with anyone other than the recipient. It is your
responsibility to provide the correct cellphone number for our SMS.

If the recipient does not withdraw the money within the prescribed timelines as per the product terms
after you make a transfer, the amount you intended to transfer will be credited back to your Account,
without interest. If you fear that someone other than the intended recipient may be able to withdraw
your Cashsend transfer, you can cancel the transfer before the money is withdrawn using the channel
(eBanking or ATM) that you used to make the transfer.

2.7. Your PIN, and Password

We give you a PIN to help prevent anyone else from using your Card or accessing your Account via
eBanking. You also choose a password to help prevent anyone accessing your Account via eBanking.
You agree not to disclose your PIN or password or any other applicable extra security measure to anyone.

© 2022 National Bank of Commerce Limited, NBC House, Azikiwe Street/Sokoine Drive, P. O. Box 1863, Dar es Salaam, Tanzania.
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 Access to the eBanking platform
When you register for these services, you will either be provided with a One Time Password (OTP) that
will be sent to your cellphone number that we have on our record by SMS each time you will access
the service or, in alternative, you will be asked a secret question as you log-in or, in alternative, use
biometrics, if activated.
It is your responsibility to keep your user name and password confidential and not to reveal it to anyone
(not even to a Bank Official). You are solely responsible for the use, misuse and security of your user
name and password. In case of any change in your registered cellphone number, you are required to
notify us immediately.
You agree to tell us straight away if the security of your eBanking credentials are at risk by calling us
on +255 768984000, +255 22 2193000, toll free number 0800711177, and to retain the reference
number that we give you.
If you tell us that your eBanking is at risk we will suspend your services.

Availability of Customer Transactions

Customer transactions are available for 90 days from the date of the last transaction. All other
transactions can be viewed on your statements.

Risks of someone else using your Card or eBanking

If someone else uses your Card or accesses your Account via eBanking before you have told us that
your Card or your eBanking is at risk, you will be responsible for transactions on your Account done
through your Card, eBanking until you tell us that your Card, eBanking credentials are at risk.
If someone uses your Card or accesses your Account via eBanking after you have told us that your
Account is at risk, you will be responsible for all expenditure incurred if and to the extent that:
• you used your Card or eBanking;
• allowed your Card or eBanking to be used by someone else;
• you were negligent about the security of your Card or your PIN or your eBanking password and this
contributed to your Card or eBanking being used by someone else; or
• you accessed eBanking using a device which has had its security features tampered with or disabled.

We may set limits on the value of transactions permitted on your Card or via eBanking. You may set lower
limits for your protection or ask us for higher limits.

Disclaimer of Liability
We will not be liable for any losses whether direct, indirect, consequential or incidental under any
circumstances including but not limited to any losses which you may suffer as a result of the failure
caused by yourself, the Service or any other service being off-line or unavailable for any reason, your
username and password being incorrect, unlawful or unauthorised access to your e-mail address or
eBanking account(s) by another person(s), or as a result of natural calamities, legal restraints, network
failure, or any other reason beyond our control or which we could not reasonably have foreseen

2.8. Card, eBanking and CashSend payments

There are limited circumstances in which you may be able to reverse payments for goods and services
that you have paid for using your Card, subject to card issuer rules.

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 Risk of making incorrect eBanking payments or someone other than the intended recipient receiving
your CashSend transfer
We cannot cancel or reverse eBanking, Telephone Banking payments or prepaid purchases (e.g prepaid
electricity, data or airtime), even if you enter an incorrect amount, account number, branch clearing
code or cellphone number. You acknowledge that we do not check whether the beneficiary details
that you enter are correct.
We cannot cancel or reverse CashSend transfers. The person who knows the amount of transfer, the
reference number that we send by SMS and the access code that you select can withdraw the amount
transferred. This could happen, for example, if you give us the wrong cellphone number for our SMS
and send the amount of the transfer and the access code to the same number.

If you fear that someone other than the intended recipient may be able to withdraw your CashSend
transfer, you can cancel the transfer before the money is withdrawn using the channel (eBanking or ATM)
that you used to make the transfer.

2.9. Automated Records of your Card transactions

When you use your Card in a machine (e.g. ATM or point-of-sale terminal) it makes a record of your
transaction and passes the payment information to be debited or credited to your Account. You agree
to rely on this automated process unless you can show on reasonable grounds that the transactions
appearing on your Account statements are incorrect.

2.10. SMS Alert

If you take up SMS alert, our messaging service, we will send you an SMS message to notify you of
transactions on your Account when we become aware of them, which may not always be the same day
the transaction occurred.

An SMS alert is not a confirmation that a credit transaction has cleared, you will receive SMS alerts for un-
cleared items provided they have been posted to your account. If you did not authorise the transaction
please contact us immediately.

2.11. Other users

We may, at your request, issue additional Cards or grant additional eBanking access, to allow others to
transact on your Account.

This Agreement applies to any additional Cards that we may issue and any additional eBanking access
that we allow. You agree that you are responsible for ensuring that any additional Card issue or eBanking
access that we allow is used in accordance with this Agreement.

Risk of additional users

You are responsible for all expenditure that is incurred on any additional Card or by any additional
eBanking access as if it was on your Card or your eBanking access.

2.12. Using your Card, eBanking, and SMS Alert outside [local jurisdiction]
If you use your Card and eBanking functionality outside of [local jurisdiction] you will have to comply with
the relevant exchange control regulations. If you use your Card and eBanking functionality to withdraw
cash, fees for cash withdrawals will likely be higher, including the charges of the foreign bank that
operates an ATM from which you withdraw cash.

When you withdraw cash or use your Card or to pay for things in a foreign currency the payment will be
converted into [local jurisdiction CURRENCY] at our prevailing rate for personal banking customers at the
time that the transaction is processed to your Account, and you may be charged a fee for the currency
conversion.
© 2022 National Bank of Commerce Limited, NBC House, Azikiwe Street/Sokoine Drive, P. O. Box 1863, Dar es Salaam, Tanzania.
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You will only receive SMS alert messages and your OTP for eBanking, outside [local jurisdiction] if you
have applied for international roaming services with your cellphone service provider.

The authorisation amount received via SMS alert for a Card transaction in a foreign currency may differ
from the amount reflected on your statement because of exchange rates and currency conversion fees.

2.13. Ending your Cards, eBanking and SMS Alert

You can tell us at any time that you no longer wish to use the eBanking, or SMS alert services.
Your debit card, eBanking and SMS alert end automatically when the Account to which they are linked
is closed.

2.14. Payment Transfers

This part concerns any instruction that you give us to make transfer of funds to a beneficiary.

We will use our discretion in deciding the method of transmission and may opt to use the services of
another bank to execute the payment instructions that you may provide to us.

We will not accept any responsibility for any loss sustained whether direct, indirect, incidental or
consequential caused as a result of delay, interruptions, misinterpretations or errors in transmission or
payments unless caused by the negligence or default of our officers, the onus of which will be on you to
prove.

You will be bound by and you hereby indemnify us against all obligations and the responsibilities imposed
by foreign laws or any other matters regarding the transfer (including foreign charges) over which we
have no control.

2.15. Foreign Currency Transactions

This part concerns any instruction that you give us in relation to any foreign currency transaction to be
made through our trading platform(s).

If you submit any instruction related to foreign currency transactions after the cut off time, we reserve the
right to determine the applicable rate for such transaction. The beneficiary account will be credited on
the next business day.

We will not be liable for any losses whether direct, indirect, consequential or incidental under any
circumstances

You may visit our website for the latest information about cut off times and applicable thresholds.

2.16. Cardless Withdrawal

This is when you use your NIDA number and fingerprint validation to initiate a withdrawal transaction
from your account.

No cardless withdrawal can be initiated without your fingerprint validation. You will receive receipt printout
for this transaction and an SMS alert informing you of the amount you have withdrawn.

Accepting to capture your fingerprints will be deemed as authorizing withdrawal transactions to be

processed under cardless withdrawal service.

3. General

3.1. Keeping your contact details up to date

You agree always to provide to us:
• your current residential (physical) address (and PO Box number as your postal address if you do not

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 want mail delivered to your residential address);
• a functioning telephone number at which we can reach you; and
• a functioning email and cellphone number if you have a product or service that requires them.
You agree that we may use any of the contact details that you have last provided to us for all legal
purposes.

Contact details – your risk

If you do not keep your contact details up to date and ensure any cellphone number or email address
that you have provided to us is functioning, you risk not receiving important communications from us,
and you will solely be responsible where this affects your legal position.

3.2. Delivery of communications

You agree as follows:
When we send items to you by post they are deemed to be delivered within 7 days after the date of
posting (the ‘Post Delivery Period’), and when we send you emails, SMS, or other electronic messages, they
are deemed to be delivered by the end of the day after we send them (the ‘Electronic Communication
Delivery Period’), unless you can on reasonable grounds show otherwise.

If you say that you did not receive a communication from us or received it later than the Post delivery
period in the case of an item sent by post; or the Electronic Communication delivery period in the case
of an email, SMS, or other electronic communication, and you cannot show on reasonable grounds that
you kept your contact details up to date and ensured any cellphone number or email address that you
have provided to us was functioning at the relevant time, then any notification sent in accordance with
any of our Agreements shall be deemed as effective as per the Post Delivery Period or the Electronic
Communication Delivery Period, as applicable.

3.3. Personal Banking products and services not to be used for business
You agree not to use our Personal Banking products and services for business purposes.

3.4. Business Days

In this Agreement and our agreements for particular products and services the term ‘business day’ means
any day other than a Saturday, Sunday or public holiday in Tanzania.

3.5. How we treat your personal information

We collect and process your personal information to enable us to provide you with products and services,
among other things and we may share with:
• Absa Group, its service providers and other third parties to comply with our regulatory obligations
• any party to whom we assign our rights under this Agreement or any of our agreements for products
and services; and
• credit reference bureaus where credit products are applied for by you

All the personal information we share is subject to our privacy and security requirements and we are
responsible for ensuring that your personal information is processed lawfully and in a reasonable manner
that does not infringe your privacy rights. We may make automated decisions based on your personal
information and should you be unhappy with the outcome, please feel free to contact us.
We will notify you if we intend using your personal data for other purposes.

We use your personal information to tell you about products and services that may interest you. We
may contact you via SMS, email, telephone or post. If you do not wish to receive direct marketing
communication, you can update your preferences via our Website, Banking App or at your nearest
Branch.

We will keep your personal information only for as long as the law requires us to. After this time we will
securely destroy or de-identify this information.
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You have the right to ask us for access to your personal information and to instruct us to amend and/or
delete any personal or to object to us processing your personal information. You can also let us know if
you want us to stop or to limit how we use your personal information. If you do not agree with how we
use your personal information, you can lodge a complaint with us.

You can access our Privacy Statement on our website or at the nearest Absa branch.

3.6. Financial crime, international sanctions, and prohibited business activity

As a member of Absa Group, we implement measures and operate controls, and safeguards relating to
international sanctions, the detection and prevention of financial crime, and prohibited business activity
both within and outside Tanzania to comply with legal and regulatory obligations. This may delay,
restrict or prevent us from providing our products and services to you, or require us to terminate this
Agreement and our agreements for particular products and services (subject to any restrictions imposed
by law) without prior notice to you.

For us to conduct customer due diligence, you agree to provide information and documents as requested
about the purpose of the account, yourself and your banking transactions reasonably required to assist
us in operating the controls and safeguards. Failure to provide the information may result in restriction or
suspension of activity on your account.

3.7. Service outages

Our products and services rely on technological infrastructure (e.g. Electronic offerings including ATMs,
point of sale terminals, and computer systems). You understand and accept that service outages occur.
During a service outage it may not be possible for you to use our products and services, and there may
be delays in your transactions being processed and being reflected in your Account statements.

3.8. Our partners’ services

We agree with commercial partners that they will provide complimentary services to you with some of our
products and services, or that they will offer you their services on special terms.
Our partners are solely responsible for their services and their terms and conditions will apply.

3.9. Specific Employee Benefits

If we enter into an agreement with your employer, you may receive certain benefits, subject to eligibility
criteria, while you remain an employee and while the agreement with your employer continues.

3.10. Changing our Agreements

We can change this Agreement by giving you reasonable written notice of the change before it comes
into effect.

Any change to our Agreement or an agreement for a particular product or services that our authorised
staff agree with you, must be in writing.

You agree that certain accounts have benefits and that these benefits may be amended and/or cancelled.
We will notify you of the changes

If you continue to use a product or service after a change comes into effect, the change will apply to you.

3.11. Physical items supplied to use our products

If we supply you with a physical item to enable you use a product or service (e.g card) which is defective,
we will replace it provided you tell us within 5 (five) business days after delivery.

3.12. Duration of this Agreement

This Agreement will continue while you have one or more of our products or services.
After you have ceased to have a product or service from us your obligations under this Agreement will

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continue until you have paid all your outstanding financial obligations to us.

We can terminate our Agreement and (subject to any restrictions imposed by law), our agreements for
particular products and services with prior notice to you.

Our obligations to you under this Agreement relating to how we treat your personal information and
dormant accounts continue after you have ceased to have a product or service from us.

3.13. When we do not use our rights

If we do not always use all our rights, it does not mean we have given them up.

3.14. Transferring Agreements

We may transfer our rights and obligations under this Agreement and our agreements relating to particular
products and services to third parties subject to giving you reasonable notice. We further guarantee that
your rights will be guaranteed when the bank opts to exercise the right to transfer the agreement.

This Agreement and your product and service agreements are personal to you and you may not transfer
them to anyone else without our written consent.

3.15. If you do not comply with the terms of this Agreement

If you do not comply with the terms of this Agreement, we may end our services covered in Part 1 (Bank
accounts) and Part 2 (Your banking) by written notice to you taking effect on expiry of the notification or
we may take action to recover any outstanding debt owed by you to us and we may end our agreements
with you for particular products and services as set out in the relevant agreement.

3.16. Commencement
This Agreement comes into effect when we first deliver it to you or receive your confirmation that you
have accepted this Agreement, whichever occurs first (the ‘Commencement Date’).

3.17. Application of this Agreement to products and services taken up before the Commencement date
This Agreement replaces the terms and conditions that applied to products and services covered in Part
1 (Bank Accounts) and Part 2 (Your banking) that you took up before the commencement date.

This Agreement does not apply to;

• credit agreements entered before the Commencement date; or
• products or services that you took up before the Commencement date that are not covered in Part 1
(Bank Accounts) and Part 2 (Your banking) of this agreement.

3.18. Conflicts with other agreements

If there is a conflict between the terms of this Agreement and the terms of an agreement for one of our
products or services taken up after the Commencement date, the terms of an agreement for a product
or service taken up with us will prevail.

3.19. Certificates
A certificate provided by one of our managers is sufficient evidence of any amount that you owe us as
well as for all other legal purposes.

A certificate provided by the administrator maintaining our digital content that you access via the internet,
cellphone, or by using an application on a smartphone or tablet or a similar device is sufficient evidence
of the version of the content as at a stated date and time.

3.20. Governing law

This Agreement and our agreements for products and services are governed by the laws of the United
Republic of Tanzania

© 2022 National Bank of Commerce Limited, NBC House, Azikiwe Street/Sokoine Drive, P. O. Box 1863, Dar es Salaam, Tanzania.
Unauthorised reproduction not allowed. ARO Retail accounts v.1 01/2022. Regulated by Bank of Tanzania
3.21. Consumer Protection Requirements
• Cooling Off Period: You have the right to terminate this Agreement within seven (7) days of signing
this Agreement without incurring liability to the bank save for applicable standard charges and fees .

• Duty to notify each other in the event of circumstances beyond control: You must notify us immediately
when you become aware of any circumstances that may affect your ability to meet your obligations
under this Agreement or any product and service offered. We agree that in case there are matters
beyond our control which may lead to non-provision of services, we shall notify you through reasonable
means of communications including but not limited to TV, radio, newspaper, social media, electronic
media and mail.

• Validity: This agreement remains valid as long as you maintain accounts with us, unless terminated
by either Party

3.22. Complaints and dispute resolution

If you have a complaint or a dispute with us you can:
• complain to us (Complaints line Contact Centre numbers +255 768984000, +255 22 2193000, toll
free number 0800711177 or write to us at NBC contact centre (Enquiries@nbc.co.tz) via the message
centre option available upon access to your eBanking Account or by writing to us);
• seek assistance from the (Complaint Resolution Desk , Bank of Tanzania), where you are not satisfied
with the reply we have provided to you, or where you have not received any reply from us within
timeline stipulated in the Financial Consumer Protection Regulations; or
• seek assistance through the courts with competent jurisdiction in Tanzania.

3.23. Important contact details

Lost/ stolen card or PIN or eBanking and Telephone Banking credentials have been compromised:

Contact Centre numbers +255 768984000, +255 22 2193000, toll free number 0800711177 or write
to us at NBC contact centre (Enquiries@nbc.co.tz)

3.24. Language statement

This Agreement is issued in both English and Swahili versions. In the event of conflict, the English version
will prevail.

______________________________________________ _________________________ _____________________

Customer Name Signature Date

© 2022 National Bank of Commerce Limited, NBC House, Azikiwe Street/Sokoine Drive, P. O. Box 1863, Dar es Salaam, Tanzania.
Unauthorised reproduction not allowed. ARO Retail accounts v.1 01/2022. Regulated by Bank of Tanzania