Customer Protect Terms and Conditions

updated as of July 2019

The GCash’s Customer Protect Program Terms and Conditions (T&C’s) supplement the GCash’s Terms and Conditions, which governs the use and access to the products and services of GCash. If there are provisions not included in Customer Protect Program T&C’s but is provided for in the GCash terms, the provisions of the GCash terms shall apply in a supplementary manner. If there is a conflict between the provisions of the Customer Protect program and the provisions of GCash, the provisions of the Customer Protect Program shall prevail.

1.1 Protection against Unauthorized Transactions

When an Unauthorized Transaction occurs in your GCash account or GCash Mastercard, GCash will provide compensation for eligible unauthorized transactions, as detailed in section 1.4

An “Unauthorized Transaction” occurs when money is sent and/or illicitly debited from your GCash account via the GCash application (“app”) or the GCash MasterCard; or when a linked debit or credit card has been accessed without authorization. For instance, someone steals your password or card details, uses such details to access your account, and performs transaction in that account without your consent, then that is an Unauthorized Transaction. Cases however, wherein the transaction was genuinely made by you or when access to the account was shared, then you shall be responsible for those transactions.

1.2 How the GCash Customer Protect Program Works

a. If you believe that an Unauthorized Transaction has occurred in your account, immediately call our customer care hotline (2882), or submit a ticket in our GCash Help Center. Our customer care agents will guide you in filing for your dispute.

b. To be eligible in the Customer Protect program, Unauthorized Transactions must be reported within fifteen (15) days from the date of occurrence of the Unauthorized Transaction. GCash reserves the right to refuse acceptance of the claim for compensation if the disputed transaction was reported beyond the 15-day period.

c. In order to launch the investigation and process the claim, you must provide the required documentation, within the period communicated to you . Required documents include, but is not limited to the official dispute form with the complete narration of the incident, copy of Valid ID with signature specimen, or other forms of proof of identity that may be asked by the dispute team.

1.3 Actions taken by GCash upon receipt of notification from user

a. Once GCash is notified with the complete information of the dispute, and the duly filled out official Dispute Form is received, the following actions will be performed by GCash:

  • GCash will conduct an investigation to determine and validate the disputed transactions.
  • GCash will endeavor to complete the investigation within 5 working days from the date of receipt of the complete documents and requirements.
  • In the event that GCash will be unable to complete the investigation within the 5-day period, GCash will notify you about the status of the investigation and advise as to when the investigation will be completed.

1.4 Eligibility for Customer Protect Program

a. The Customer Protect Program will cover unauthorized transactions originating from the GCash app, GCash on Messenger, and GCash Mastercard.

b. Unauthorized transaction must have been reported no longer than fifteen (15) days from the date of transaction. GCash reserves the right to decline cases that have been reported beyond the 15-day period. For stolen MasterCards & phones, user must have reported the same, and requested to block their GCash account within forty-eight (48) hours.

c. For unauthorized GCash MasterCard transactions – including unauthorized online transactions, unauthorized withdrawals, and unauthorized POS transactions, Customer Protect will cover eligible cases, and the user will be advised to block and replace the card. Should the user refuse the card blocking, GCash will no longer honor disputes arising from the continued usage of the compromised card.

1.5 Scope of Customer Protect Program 

Eligible and valid disputes will be compensated based on the following:

a. For Fully Verified users, total amount of compensation shall be the actual amount of the Unauthorized Transaction reported, but in no case shall exceed Php100,000.00.

b. For Semi-Verified users, total amount of compensation shall be the actual amount of the Unauthorized Transaction reported, but in no case shall exceed Php10,000.00

c. For Basic users, total amount of compensation shall be the actual amount of the Unauthorized Transaction reported, but in no case shall not exceed Php2,000.00

1.6 Items NOT covered by Customer Protect

a. Unauthorized transactions that have been reported for a period exceeding fifteen (15) days from the date of the transaction

b. Swindling cases wherein the GCash transaction was genuinely initiated by the user, but the promised good/service was not delivered by their merchant. Preventive measures will be taken by GCash to ensure that the party initiating or assisting the fraudulent act will be barred from using GCash services.

c. Channel Fraud wherein the point of compromise is not via the GCash platform (App, GCash on Messenger, or MasterCard).

d. Users who did not comply with the identity verification process and other required documents.

e. Where intention of fraud or gross negligence is found.

The GCash’s Customer Protect Program Terms and Conditions (T&C’s) supplement the GCash’s Terms and Conditions, which governs the use and access to the products and services of GCash. If there are provisions not included in Customer Protect Program T&C’s but is provided for in the GCash terms, the provisions of the GCash terms shall apply in a supplementary manner. If there is a conflict between the provisions of the Customer Protect program and the provisions of GCash, the provisions of the Customer Protect Program shall prevail.

When an Unauthorized Transaction occurs in your GCash account or GCash Mastercard, GCash will provide compensation for eligible unauthorized transactions, as detailed in section 1.4

An “Unauthorized Transaction” occurs when money is sent and/or illicitly debited from your GCash account via the GCash application (“app”) or the GCash MasterCard; or when  a linked debit or credit card has been accessed without authorization. For instance, someone steals your password or card details, uses such details to access your account, and performs transaction in that account without your consent, then that is an  Unauthorized Transaction. Cases however, wherein the transaction was genuinely made by you or when access to the account was shared, then you shall be responsible for those transactions.

a. If you believe that an Unauthorized Transaction has occurred in your account, immediately call our customer care hotline (2882), or email us at partnersupport@mynt.xyz. Our customer care agents will guide you in filing for your dispute.

b. To be eligible in the Customer Protect program, Unauthorized Transactions must be reported within fifteen (15) days from the date of occurrence of the Unauthorized Transaction. GCash reserves the right to refuse acceptance of the claim for compensation if the disputed transaction was reported beyond the 15-day period.

c. In order to launch the investigation and process the claim, you must provide the required documentation, within the period communicated to you . Required documents include, but is not limited to the official dispute form with the complete narration of the incident, copy of Valid ID with signature specimen, or other forms of proof of identity that may be asked by the dispute team.

a. Once GCash is notified with the complete information of the dispute, and the duly filled out official Dispute Form is received, the following actions will be performed by GCash:

  • GCash will conduct an investigation to determine and validate the disputed transactions.
  • GCash will endeavor to complete the investigation within 5 working days from the date of receipt of the complete documents and requirements.
  • In the event that GCash will be unable to complete the investigation within the 5-day period, GCash will notify you about the status of the investigation and advise as to when the investigation will be completed.
a. The Customer Protect Program will cover unauthorized transactions originating from the GCash app, GCash on Messenger, and GCash Mastercard.

b. Unauthorized transaction must have been reported no longer than fifteen (15) days from the date of transaction. GCash reserves the right to decline cases that have been reported beyond the 15-day period. For stolen MasterCards & phones, user must have reported the same, and requested to block their GCash account within forty-eight (48) hours.

c. For unauthorized GCash MasterCard transactions – including unauthorized online transactions, unauthorized withdrawals, and unauthorized POS transactions, Customer Protect will cover eligible cases, and the user will be advised for a card replacement. Should the user refuse the card replacement, GCash will no longer honor disputes arising from the continued usage of the compromised card.

Eligible and valid disputes will be compensated based on the following:

a. For Fully Verified users, total amount of compensation shall be the actual amount of the Unauthorized Transaction reported, but in no case shall exceed Php100,000.00.

b. For Semi-Verified users, total amount of compensation shall be the actual amount of the Unauthorized Transaction reported, but in no case shall exceed Php10,000.00

c. For Basic users, total amount of compensation shall be the actual amount of the Unauthorized Transaction reported, but in no case shall not exceed Php2,000.00

a. Unauthorized transactions that have been reported for a period exceeding fifteen (15) days from the date of the transaction

b. Swindling cases wherein the GCash transaction was genuinely initiated by the user, but the promised good/service was not delivered by their merchant. Preventive measures, however, will be taken by GCash to ensure that the party initiating or assisting the fraudulent act will be barred from using GCash services.

c. Channel Fraud wherein the point of compromise is not via the GCash platform (App, GCash on Messenger, or MasterCard).

d. Users who did not comply with the identity verification process and other required documents.

e. Where intention of fraud or gross negligence is found.