HelloMoney TERMS AND CONDITIONS


HelloMoney is a prepaid account for Filipinos accessed through its own mobile application with an optional ATM card that may be linked to the same account.

  1. Definitions. As used herein, the following terms shall mean:

  2. Account Usage. The Account Holder acknowledges that his transactions are initiated and processed through the Mobile Application and/or the Card. The Account shall be used only for lawful banking and other transactions allowed by AUB (i.e., automated teller machine and/or point-of-sale transactions, online fund transfer and/or payments, QR payments, on-line/e-commerce transactions). The Account Holder shall nominate an existing e-mail address and password upon registration to the Mobile Application to ensure that the same is not used for unauthorized or illegal activities. The Account Holder shall only utilize the Mobile Application and/or the Card for transactions of lawful and legitimate purposes only.

  3. ATM Card Usage.

    1. The Card is an optional feature that may be linked to the Account to allow additional payment options for the Account Holder. The Physical Card that is linked to the Account allows the Cardholder to initiate ATM cash withdrawal transactions, while the Virtual Card allows the Cardholder to purchase online from any merchant worldwide accepting MasterCard. For clarity, the Account may only be linked to one Physical Card and/or one Virtual Card – it cannot be linked to more than one of each type of Card at any given time. The Card is for the exclusive use of the Cardholder and is not transferrable.

    2. The Account Holder may purchase a Physical Card from any AUB branch, AUB partner retail channel, and other channels that AUB may hereinafter determine. The Account Holder may request for the issuance of a Virtual Card through the Mobile Application.

    3. The Cardholder agrees that the Card is the property of AUB and AUB may at any time terminate the use of, cancel, repossess or decline to issue, renew or replace the Card, without need of prior notice to the Cardholder or of providing a justification therefore.

  4. Card Linking.

    1. To link a Physical Card to the Cardholder’s Account, the Cardholder shall login to the Mobile Application and initiate the process by tapping on the link card option, and thereafter proceed to either (i) scan the Physical Card using the camera of the Device and then confirming the details of the Physical Card against Device’s display or (ii) manually input the details of the Physical Card into the Mobile Application. The Cardholder shall then nominate a PIN and then proceed through the process until prompted by the Mobile Application that the Cardholder has successfully linked the Physical Card to the Account. The Cardholder hereby agrees that it shall comply with the authentication process that may be implemented by AUB from time to time.

    2. To link a Virtual Card to the Cardholder’s Account, the Cardholder shall login to the Mobile Application and initiate the application process for the Virtual Card through the HelloMoney home page. Upon issuance thereof, the Virtual Card shall automatically be linked to the Cardholder’s Account covered by the Mobile Application used to initiate the application process. The Cardholder hereby agrees that it shall comply with the authentication process that may be implemented by AUB from time to time.

    3. The Cardholder hereby acknowledges and agrees that the PIN is strictly confidential and shall not be disclosed to, given to or made available for use by any other person under any circumstances, including AUB. Withdrawal, transfer, deposit, payment of funds, and any other transaction requiring the use of the Card shall in all circumstances and at all times, regardless of whether the same shall have been made with the Cardholder’s authorization, be conclusively binding upon the Cardholder. Accordingly, the Cardholder hereby agrees that AUB shall have no liability whatsoever for any loss or damage incurred by the Cardholder arising from any breach of or non-compliance with the provisions of this paragraph 4.

    4. The Account Holder hereby acknowledges and agrees that it is solely and unqualifiedly responsible and accountable for the integrity and security of all Cards issued and linked to the Account.

  5. Expiry and Renewal of Card. Unless earlier terminated by AUB, or as voluntarily cancelled by the Cardholder, the Card shall be valid from the day of issuance up to the date indicated on the Card (“valid thru”). The Card shall not automatically be renewed. In case of a Physical Card, the Cardholder shall purchase a new Physical Card from an AUB branch, and thereafter link the same to the Account in replacement of the expired Physical Card. In case of a Virtual Card, AUB shall have the sole option of renewing the Card. Should AUB opt to renew the expired Virtual Card without any application or request for renewal filed by the Cardholder, the Cardholder shall be deemed to have agreed to such renewal by activating and/or using the Virtual Card (as renewed). For clarity, AUB reserves the right to approve or deny the renewal of a Virtual Card without need of justifying or disclosing the reason/s for AUB’s evaluation of such renewal.

  6. Disputes;Refunds

    1. The Account Holder shall notify AUB of any error or dispute on the Account within thirty (30) calendar days from the transaction date. Otherwise, such transaction shall be deemed to be conclusive, correct, valid, binding and enforceable against the Account Holder, regardless of whether the Account Holder shall dispute such transaction after the expiration of the aforementioned thirty (30)-calendar day period. Given this, the Account Holder is encouraged to diligently and regularly monitor transactions on the Account, including usage of the Card.

    2. AUB reserves the right to review and investigate disputes and requests for refund, which AUB shall endeavor to complete promptly and address on a case-by-case basis based on AUB's standard refund policy. AUB may modify or update its standard refund policy at any time without need of prior notice to the Account Holder.

    3. Disputes and requests for refunds shall be submitted in writing via email to AUB Customer Care (customercare@aub.com.ph), with the following minimum information: (i) customer's full name, (ii) eWallet account number, (iii) transaction details, such as transaction date, transaction amount and reference number.

    4. Erroneous fund transfers that have been successfully processed shall be deemed successful and shall follow a "no refund" policy. AUB's determination that a disputed transaction is due to the user's mistake or error shall be final and conclusive.

  7. Online Transactions.

    1. The Account Holder is solely responsible for the security the Virtual Card used in connection with the purchase goods and/or services online. The Account Holder agrees that the entry of Virtual Card information on the Internet constitutes sufficient proof that instructions were given for the use of said Card, and AUB is not required to verify the identity or the authority of the person entering such Card information. However, AUB shall have the sole discretion not to implement transactions coursed through the Internet in case AUB doubts for any reason whatsoever the authenticity and/or legitimacy of such transaction, or if in AUB’s opinion it is unlawful or otherwise improper to do so or for any reason whatsoever. Notwithstanding this, the Account Holder hereby understands and agrees that it shall not be AUB’s responsibility to determine or evaluate the legitimacy and/or authenticity of a transaction involving the Virtual Card and coursed through the Internet.

    2. The Account Holder acknowledges that the use of the CVV (whether dynamic or static) and/or the PIN is an additional security feature to authenticate online transactions, and shall not be considered the sole means by which the security of transactions coursed through the Internet is protected. The Account Holder hereby understands and agrees that the PIN and the CVV (whether static or dynamic) are highly confidential and accordingly, such PIN and/or CVV shall not be disclosed to any person. Accordingly, AUB shall be entitled to rely on the entry of the CVV and/or the PIN as having been done by the Account Holder or a person authorized by the Account Holder to do so. As such, AUB shall not be liable or responsible for any loss or damage incurred by any person (including the Account Holder) resulting from the disclosure of the CVV and/or the PIN.

  8. Funding the Account.

    1. Additional funds may be added through (i) over-the-counter deposit at any AUB branch or accredited cash-in channel, (ii) peer-to-peer transfers between Accounts, or (iii) online fund transfer through InstaPay or PesoNET, or (iv) such other channels and/or functionalities as may be determined or added by AUB from time to time.

    2. Funding the Account shall be successful only after verification by AUB, the date of which may or may not be the same as the date when the deposit was actually made. The amount verified by AUB shall conclusively and irrefutably be deemed to be the correct amount actually loaded into the Account. Any transaction receipt generated at the time of funding the Account shall only be considered as a showing that an amount was intended to be loaded into the Account but shall not bind AUB until verified as true and correct by AUB.

  9. Transactions.

    1. In accepting transactions coursed through the Account and/or the Card, the Account Holder understands and agrees that AUB merely serves as a conduit between the Account Holder and the payee and AUB shall not in any way be held liable for any action, liability or claim that may arise between the Account Holder and the payee or any other third party, the Account Holder hereby agreeing to hold AUB free and harmless from any such action, liability or claim.

    2. The Account Holder accepts full responsibility for all transactions made with the use of the Mobile Application and/or the Card, regardless of whether the same shall have been made without his knowledge, authority, signature, password, or PIN. All transactions using the Mobile Application and/or the Card shall be deemed by AUB to have been made with the knowledge of or authorized by the Account Holder and shall be valid and binding upon the Account Holder. The Account Holder accepts the record of transactions of AUB as conclusive and binding for all purposes in the absence of manifest error promptly brought to the attention of AUB in writing. The Account Holder further agrees to waive any and all rights and remedies against AUB in connection therewith.

    3. The Account Holder acknowledges that his Transaction History and Statement of Account are available and provided for viewing in the mobile application. Accordingly, the Account Holder's Transaction History can be filtered according to his period of preference. AUB shall not be held liable from any claims should the statement be received and read by a person other than the Account Holder. Neither may the Account Holder thereafter raise the defense that he failed to receive the Statement of Account. In all instances, the Account Holder may inquire about the Statement of Account by contacting AUB Customer Care (customercare@aub.com.ph). AUB will not charge a fee for Statement of Account requests.

    4. The Account is not a deposit account. It may only be redeemed at face value and will not earn interest or rewards and other similar incentives convertible to cash. It may not be purchased at a discount.

  10. Responsibilities of the Account Holder. To help ensure the security of transactions coursed through or otherwise involving the Account, the Card and/or the Mobile Application, as well as the Account Holder’s personal information that may be contained in the Mobile Application, the Account Holder hereby agrees to strictly comply with the following security measures, as well as any other security measures that may be recommended or otherwise implemented by AUB: (i)immediately upon successful linkage of the Card to the Account, nominate a unique PIN; (ii) not use the birthday of the Account Holder or of a person connected to the Account Holder as PIN; (iii) keep the Card number, PIN (including but not limited to any system-generated and/or one-time password), Mobile Application password and/or other security feature introduced by AUB confidential, and not divulge any of the same to anyone; (iv)not engage in any activity that would otherwise compromise the Account Holder’s personal information; (v) exercise vigilance in the use of the Device, the Card and/or the Mobile Application; (vi) refrain from doing transactions on the Mobile Application in a public place; (vii) keep a copy of the transaction reference number provided by AUB whenever the Account Holder/Cardholder performs a transaction as evidence that the specific transaction was actually executed. Moreover, the Account Holder shall keep his Device secure, refraining from lending the Device to other persons or from exposing the Device to conditions that would permit unauthorized access.

  11. Limited Liability of AUB. In addition to the indemnity and non-liability clauses provided in these Terms and Conditions, the Account Holder hereby agrees to indemnify and render AUB and its directors, officers, employees, personnel, agents and assigns free and harmless from and against any claim, cause of action, suit, liability, loss or damage of whatever kind or nature that may arise as a result of or in connection with the use of the Account, the Card and/or the Mobile Applicationand the transactions made using or coursed through the Account, the Card and/or the Mobile Application in the following instances: (i) disruption, failure or delay in relation to the use of the Account, the Card and/or the Mobile Application due to circumstances beyond the control of AUB and/or fortuitous events (such as but not limited to prolonged power outages, breakdown in computers and communication facilities, computer-related errors, network errors, typhoons, floods, public disturbances and calamities, and other similar or related cases); (ii) fraudulent or unauthorized use of the Account, the Card and/or the Mobile Application due to theft, unauthorized disclosure or breach of security or confidentiality of the Card number, PIN, the Mobile Application password, and/or the Account number, with or without the Account Holder’s participation; (iii) inaccurate, incomplete or delayed information received by AUB due to disruption or failure of any communication facilities, network or electronic device used for the Mobile Application and/or the Card; (iv) mechanical defect in or malfunction of the Device; (v) the Card and/or the payment modes available under the Mobile Application not being honored or being declined; (vi) any delay in the loading of funds to the Account due to or by reason of failure and/or malfunction of any mechanical, electronic or other part, component, system or network upon which the relevant branch or payment gateway is critically dependent on normal and efficient operations; and/or (vii) improper and/or unauthorized use of the Mobile Application and/or the Card and/or the Device, and/or recklessness or accident in connection with the use thereof. This paragraph shall survive the termination or suspension of the right to use the Card and/or the Mobile Application, as well as the closure or suspension of the Account.

  12. Loss or Theft of Device/Login Information/Card.

    1. In the event that the Device is lost or stolen, the Account Holder shall (i) immediately report the incident to AUB through the AUB Customer Care (customercare@aub.com.ph) or at any AUB branch, and request for account blocking, and (ii) sign in the Mobile Application from a different mobile device and perform on-screen instructions to register a new primary Device.

    2. In the event that the login information of the Account Holder is lost or compromised, the Account Holder shall (i) immediately report the incident to AUB through the AUB Customer Care or at any AUB branch, and request for account blocking, and (ii) elect a new password by selecting the Forgot Password option in the Mobile Application, and following the on-screen instructions to change the password related to the Account.

    3. In the event that the Physical Card is lost or stolen, the Cardholder shall immediately report the said event to AUB through the AUB Customer Care or at any AUB branch and request for card blocking. The Cardholder shall file an affidavit of loss as soon as possible, in form and substance acceptable to AUB, as well as any other document reasonably requested by AUB pursuant to prevailing policies and procedures. In the event that the Virtual Card is corrupted or cannot be accessed for any reason whatsoever, the Cardholder shall immediately report the said event to AUB through the AUB Customer Care for card blocking and appropriate handling.

    4. The Account Holder hereby understands and agrees that prior to AUB receiving notice from the Account Holder himself of any such loss, theft, corruption or compromise; all transactions coursed through the Card and/or the Mobile Application shall be deemed conclusively binding upon the Account Holder, and AUB shall not be held liable for any loss or damage that may be incurred by the Account Holder in relation thereto.

  13. Transactions Outside the Philippines. Any transaction made by the Account Holder outside the Philippines shall be subject to applicable laws, rules and regulations of the Philippines and the country where the transaction was made. As such, transaction amount limits and currency restrictions imposed by the institution that owns the relevant automated teller machine/point-of-sale terminal and/or by the relevant merchants involved in the said transaction shall apply, and AUB shall not be deemed to have knowledge of, to have consented to or otherwise to have been a party to such restrictions. Moreover, such transaction shall be subject to applicable exchange controls, regulations or limitations in effect in the country where the relevant automated teller machine/point-of-sale terminal and/or the relevant merchant involved in such transaction. Such transaction shall be subject to transaction fees determined by AUB and the international network through which such transaction was coursed, subject to the exchange rate prevailing as of the date and time of such transaction and any applicable service fee for foreign currency transactions.

  14. Restrictions. The Cardholder agrees not to use the Card for the purchase of items/goods the importation into the Philippines of which is prohibited or regulated. Moreover, the Card shall only be used for legitimate transactions or charges. In no event shall the Card be used for gambling or games of chance or for transactions the cause, object or purpose of which is contrary to law, morals, good customs, public order or public policy (collectively, “Prohibited Transactions”). AUB reserves the right to terminate or cancel the Card and/or any of the privileges thereof should AUB find that the Card is being used for or in connection with Prohibited Transactions. Moreover, in the event that AUB determines that the Card is being or has been used in connection with Prohibited Transactions, or to transmit or receive proceeds of Prohibited Transactions, AUB reserves the right to take any legal action it deems appropriate, including the return the proceeds to the sender. All transactions involving Prohibited Transactions will be declined outright.

  15. Notices. Unless otherwise provided herein, any and all notices and communications required or allowed to be given under these Terms and Conditions shall be in writing and sent to the Account Holder at the contact information indicated in the Mobile Application registration process. Notices shall be deemed received by the Account Holder on the date of receipt, if delivered personally, after fifteen (15) calendar days from posting, if sent by mail, or on date of successful transmission, if sent by facsimile or electronic mail. The Account Holder shall immediately notify AUB of any change in his contact information and any other information indicated in the Mobile Application registration process. Until AUB is notified of such change, AUB shall be entitled to use the information and data in its records.

  16. Fees and Charges.

    1. AUB may, from time to time, upon giving notice, impose fees and charges for the use of the Account, including annual fee for each Card successfully linked to the Account. None of such fees and charges are refundable for any reason whatsoever.

    2. The Account Holder hereby authorizes AUB to debit the Account or any other account maintained by the Account Holder with AUB for the amount of such fees and charges without need of further notice, demand, authorization or other act. If at any time there are insufficient funds in the said account to cover fees and charges, AUB may suspend or terminate the use of the Account (consequently, the Card and/or the Mobile Application) without AUB incurring any liability as a result thereof. Any and all taxes arising from the payment of fees and charges contemplated here under shall be for the account of the Account Holder. The Fees & Charges table shall be included in this Terms and Conditions, which AUB may update from time to time in writing and promulgated in the manner AUB deems fit.

  17. Termination/Suspension of the Use of the Account and/or the Card.

    1. The Cardholder may terminate or suspend the use of the Card (i) by using the Replace Card option in the Mobile Application and linking a different Card to the Account, or(ii)upon request through the AUB Customer Care or any AUB branch. AUB shall, on a best efforts basis and to the extent practicable, immediately effect the requested cancellation or termination. The Cardholder shall remain responsible for any transactions made or coursed through the Card until the time of termination or suspension of the use of the Card.

    2. AUB may terminate or suspend the Account at any time without need of prior notice to the Account Holder in the event that: (i) AUB determines that the Account Holder shall have breached these Terms and Conditions; (ii) AUB determines that any of the information and/or documents provided by the Account Holder during the Mobile Application registration process is false or misleading; (iii) AUB learns of the Account Holder’s bankruptcy, insolvency, liquidation, dissolution, death, incapacity, or other analogous circumstances, or that the Account Holder committed an act of bankruptcy, insolvency, liquidation, dissolution or other analogous acts, or that a bankruptcy or insolvency or other analogous petition has been filed against the Account Holder; (iv) in the reasonable determination of AUB, the Account, the Card and/or the Mobile Application is/are being used for any unlawful, illegal or prohibited activity or transaction; (v) in case of closure, termination, suspension, or restriction on the Account; or (vi) AUB considers that there exists other reasonable grounds to do so.

    3. Any and all accrued but unpaid obligations of the Account Holder to AUB prior to termination, and the terms and conditions hereof which by express terms, shall survive the termination of the Account Holder’s right to use the Account.

  18. Undertaking. In case of over-credit, erroneous credit, failure to debit, erroneous debit, misposting, or any error in transaction involving any amount to the Account as appearing in the records of AUB, and for whatever cause, the Account Holder hereby agrees and undertakes to immediately return to AUB such amounts due to AUB without need of any notice or demand, plus any and all expenses, costs and damages that AUB may have incurred, including penalty interest at AUB’s then prescribed loan rate based on such amounts due to AUB, in connection with the enforcement of AUB’s right to recover and collect such amounts. For this purpose, the Account Holder hereby irrevocably authorizes AUB to effect the debiting of funds from the Account to the extent of such amounts due to AUB under this paragraph, without need of further act or deed, and without AUB incurring any liability as a consequence thereof. This is without prejudice to the exercise by AUB of its right to enforce full recovery and collection of such amounts due to AUB, in case the Account cannot be debited for any reason, as well as the exercise by AUB of the legal remedies to which AUB may be entitled under applicable laws, rules and regulations and these Terms and Conditions. Pending full recovery or collection by AUB of such amounts due, the Account Holder shall hold the said amount in trust for AUB. Failure of the Account Holder to account for and return such amounts due to AUB shall give rise to a prima facie presumption of misappropriation or conversion with intent to default on the part of the Account Holder.

  19. Amendments/Revisions/Supplements. The Account Holder hereby agrees that AUB shall have the right to revise, amend or supplement these Terms and Conditions, as well as the features and functionalities of the Account. Any such revision, amendment or supplement shall take effect and become binding on the Account Holder from such time that the same is published, announced or displayed by such means of publication or communication determined by AUB.

  20. Terms and Conditions Governing Deposit Accounts. The Account Holder hereby agrees that the Account is not a deposit account insured by the Philippine Deposit Insurance Corporation. As such, the Terms and Conditions Governing Deposit Accounts imposed by AUB shall not be applicable to the Account.

  21. Governing Law and Venue. These Terms and Conditions shall be governed by and construed in accordance with the laws of the Republic of the Philippines, without regard to the conflict of laws principles thereof that require the application of laws of other jurisdictions. Any dispute relating hereto shall be brought exclusively before the proper courts of Pasig City, Metro Manila, Republic of the Philippines.


TABLE OF FEES AND CHARGES

HelloMoney TABLE OF FEES (As of March 2025)
1 Pera Padala
AUB Cash Pick-up PhP 45.00 per transaction
LBC Express PhP 55.00 per transaction
M Lhuillier PhP 80.00 per transaction
CebuanaLhuillier PhP 120.00 per transaction
Palawan Pawnshop/Palawan Express Tiered rates starting at PhP 20.00 up to a maximum of PhP 295.00 per transaction
2 Instapay PhP 8.00 per transaction
3 Buy Load No additional fees
4 Pay Bills No additional fees
5 Pay QR No additional fees
6 ATM Withdrawals No additional fees in case of withdrawals through an AUB ATM
7 Over-the-counter deposit at AUB Branches No additional fees
8 Cash-in via ECPay (7/11 CLiQQ) PhP 15.00 per transaction
9 Annual Fee PhP 100 per year per Virtual Card successfully linked to the Account; no annual fee is charged with respect to Physical Cards
10 Service Fee on Foreign Currency Transaction Transactions made in foreign currencies shall automatically be converted to Philippine Peso, at the rate determined by AUB. Moreover, such transaction shall be subject to a 3.1% service fee based on the Philippine Peso value of the transaction
11 Alipay+ QR Payment Transactions made in foreign currencies shall automatically be converted to Philippine Peso, at the rate determined by Alipay+

TCHM 033025