INTRODUCTION
Welcome to Pay&Go, a service operated by BTI Payments (Philippines), Inc. (referred to herein as “Pay&Go”, “we”, “us”, “our”, or the “Company”). The Pay&Go Self Service Kiosk allows you to perform financial transactions including but not limited to cash-in to your e-wallet, pay bills, purchase airtime load, cash deposits and cash-out through our self-service kiosks.
These TERMS AND CONDITIONS (“T&Cs”) constitute a binding legal contract between you and Pay&Go and govern your use and access to the Pay&Go Self Service Kiosk and all associated services (collectively, the “Pay&Go Services”).
By clicking “Accept” or by accessing and using the Pay&Go Services, you acknowledge that you have read, understood, and agree to be legally bound by these T&Cs, including any amendments or modifications made from time to time. If you do not understand, do not accept, or do not wish to be bound by these T&Cs or any future modifications, you must not access or use the Pay&Go Services.
You further agree to comply with the Pay&Go Data Privacy Policy (the “Privacy Policy”), which describes how your Personal Information is collected, processed, used, and protected in accordance with the Data Privacy Act of 2012 (Republic Act No. 10173) and implementing rules and regulations.
Amendment or Modification of These T&Cs
Pay&Go may amend, modify, or supplement these T&Cs at any time. Any amendment or modification shall be effective upon posting on our website, display on the kiosk, or
notification via email or SMS to you. The revised version will become effective at the time of posting or notification, unless otherwise specified. By continuing to access or use the Pay&Go Services after any change to these T&Cs, you agree to abide by and be bound by the modified T&Cs. We recommend that you review these T&Cs periodically to remain informed of changes.
Service Modification or Termination
Pay&Go may, at its discretion and without unreasonable notice (except in urgent circumstances such as fraud or security breaches), modify, suspend, or discontinue any portion of the Pay&Go Services or your access thereto. Pay&Go shall not be liable to you or any third party for any such modification, suspension, or discontinuation, except to the extent expressly set forth in these T&Cs or as required by applicable law.
Regulatory Status
Pay&Go is duly registered and licensed as an Operator of a Payment System (OPS) with the Bangko Sentral ng Pilipinas (BSP) under the National Payment Systems Act and BSP Circular No. 1049 and related regulations. All Pay&Go Services comply with applicable BSP OPS requirements. The Pay&Go Services currently include cash-in, bills payment, and related payment facilitation and settlement services and do not constitute deposit- taking or electronic money issuance, unless and until Pay&Go is duly authorized by the BSP as an Electronic Money Issuer (EMI) and specifically notifies users of such authorization.
1. Definitions
The following terms, when used in these T&Cs, shall have the meanings ascribed to them below:
1.1 Pay&Go Self Service Kiosk — The self-service payment kiosk device developed, deployed, and operated by BTI Payments (Philippines), Inc., through which users can access and perform the Pay&Go Services.
1.2 User — An individual who accesses and uses the Pay&Go Self Service Kiosk to perform transactions including, but not limited to, cash-in to a Pay&Go Wallet, bills payment, airtime purchase, cash-out, and any other services made available from time to time.
1.3 Pay&Go Services — The portfolio of payment and financial services made available through the Pay&Go Self Service Kiosk, including but not limited to cash-in, bills payment, airtime/load purchase, micro-withdrawal (cash-out), and other value-added features as made available. Each service is governed by these T&Cs and any supplementary terms specific to that service.
1.4 Pay&Go Wallet — A transactional account automatically created in the name and for the bene t of the User upon the User’s first transaction through the Pay&Go Self Service Kiosk. The User’s registered mobile phone number shall serve as the primary account identifier and shall be used by Pay&Go to identify the User, record transactions, send transaction confirmations, and deliver customer service communications. The Wallet is personal and non-transferable and may be used to store, manage, and reconcile transaction amounts, including failed, cancelled, or excess payments, and to facilitate future transactions.
1.5 Biller — Any entity (including utilities, telecommunications providers, government agencies, financial institutions, or other service providers) that has entered into a service agreement with Pay&Go for the collection of payments from customers for its goods or services through the Pay&Go Self Service Kiosk.
1.6 Bills Payment Transaction — A payment transaction initiated by a User through the Pay&Go Self Service Kiosk to settle an obligation to a Biller for goods, services, utilities, subscriptions, or other fees, which is transmitted and settled by Pay&Go on the User’s behalf. Pay&Go is not responsible for the performance, quality, or delivery of the Biller’s goods or services. Additional information may be required from the User as requested by the Biller to complete or verify the transaction.
1.7 Pay&Go Accredited Merchant — A merchant or commercial establishment at which a Pay&Go Self Service Kiosk is located and which has agreed to accept payment for its products or services using Pay&Go payment methods.
1.8 Short Message Service (SMS) — A text messaging protocol allowing he transmission of short text messages between mobile telephone devices and Pay&Go’s systems for transaction confirmation, security alerts, customer support, and service notifications.
1.9 Payment Method — The option selected by the User to fund a transaction, whether cash tendered at the kiosk or funds withdrawn from the User’s Pay&Go Wallet.
1.10 Transaction Amount — The principal amount of money involved in a transaction, excluding Biller Service Fees, Convenience Fees, and other applicable charges.
1.11 Service Fees — Applicable charges levied by Pay&Go or Billers for the provision of services. Service Fees include:
a. Biller Service Fee — A service charge imposed by the respective Biller per transaction, charged in addition to the Transaction Amount.
b. Convenience Fee — A fixed fee or percentage charge imposed by Pay&Go for the use of the Pay&Go payment gateway and services, charged in addition to the Transaction Amount.
c. Maintenance Fee — A periodic charge applied to inactive Pay&Go Wallets as defined in Section 2.4.
Current fee amounts are published on the Pay&Go kiosk interface and website, by reference incorporated herein. A current fee schedule is available upon request and at http://www.btipayments.ph
1.12 Transaction Receipt — The printed or digital document issued by or through the Pay&Go Self Service Kiosk that contains transaction details including the transaction date, time, type, amount, fees, reference number, and status. Billers may issue separate service invoices.
1.13 Security PIN — A confidential personal identification number issued via SMS to the User’s registered mobile phone for secure access to the Pay&Go Wallet and authorization of transactions.
1.14 Inactive Wallet — A Pay&Go Wallet from which no incoming or outgoing transaction has been completed for a period of twelve (12) consecutive months.
2. PAY&GO WALLET
2.1 Wallet Creation and Purpose
A Pay&Go Wallet is automatically created in your name upon your rst transaction through the Pay&Go Self Service Kiosk. The Wallet is a transactional facility for managing your interactions with the Pay&Go Services. It is not a bank account, savings account, investment account, or deposit account subject to deposit insurance. Funds in the Pay&Go Wallet do not earn interest and are not protected by the Philippine Deposit Insurance Corporation (PDIC) or any government insurance scheme. The Wallet is personal and non-transferable and may not be used for commercial, merchant aggregation, or high- volume transaction purposes except as authorized in a separate business or merchant agreement.
2.2 Wallet Access and Security PIN
To ensure the security of your Wallet, a Security PIN is automatically generated and sent to your registered mobile phone number via SMS. You are solely responsible for the safekeeping and confidentiality of your Security PIN, one-time passwords (OTPs), SIM card, and registered mobile phone. You must not share, disclose, or allow unauthorized access to your Security PIN or OTP. Pay&Go is not liable for unauthorized or fraudulent transactions if you have failed to secure your PIN, OTP, SIM card, or phone, or if you have voluntarily shared your credentials with a third party. All transactions made using your Wallet, including those using your Security PIN and OTP, shall be presumed to have been authorized by you unless you report the unauthorized transaction to Pay&Go within the timeframe specified in Section 13 (Dispute and Refund).
2.3 Cash – In and Cash – Out
You may deposit (cash-in) Philippine Peso value into your Pay&Go Wallet through the Pay&Go Self Service Kiosk using cash payment. You may withdraw (cash-out) funds from your Wallet in the form of cash through the Pay&Go Self Service Kiosk, subject to applicable transaction limits and service availability. Cash-in and cash-out transactions are subject to applicable Service Fees.
2.4 Wallet Inactivity and Maintenance Fee
A Pay&Go Wallet is classified as Inactive if no incoming or outgoing transaction has been completed for twelve (12) consecutive months. Upon classification as Inactive, a monthly Maintenance Fee (not to exceed PHP 25.00 per month unless otherwise posted on our website) shall be deducted from the Wallet balance, provided that:
a. The Maintenance Fee shall not reduce the Wallet balance below zero.
b. The Wallet shall be automatically reactivated upon completion of any successful transaction, and the Maintenance Fee shall cease to accrue.
c. Pay&Go shall provide notice of inactivity and Maintenance Fee deduction via SMS or email to the registered contact information, at least thirty (30) days before the first deduction (where operationally feasible).
d. Users may contact Pay&Go customer service to reactivate an inactive Wallet and waive applicable Maintenance Fees under appropriate circumstances.
2.5 Electronic Money Issuer (EMI) Authorization and Future Features
Pay&Go currently operates as an Operator of a Payment System (OPS) and does not hold an Electronic Money Issuer license. Upon securing an EMI authorization from the BSP, the Pay&Go Wallet may be converted to or expanded into a full electronic money (e- money) service with enhanced features (such as peer-to-peer transfers, bill payments through e-money balance, and integration with partner merchants). In the event of such conversion or expansion, Pay&Go shall:
a. Provide written notice to all active Wallet users at least thirty (30) days prior to the effective date of the conversion or expansion, including details of new features, additional terms and conditions, regulatory protections, and any changes to fees or functionality.
b. Ensure that such expanded services comply with all BSP regulations applicable to Electronic Money Issuers, including requirements on capitalization, liquidity, customer protection, and complaints handling.
c. Make available updated T&Cs and a supplementary EMI Service Agreement that will govern the e-money features, and your continued use shall constitute acceptance thereof.
d. Maintain separate accounting and safeguarding of e-money balances in accordance with BSP requirements.
3. FEES AND CHARGES
3.1 Fee Disclosure and Changes
A current schedule of all applicable fees is published on the Pay&Go Self Service Kiosk interface, on the website at http://www.paygoph.com, and is available upon request via SMS or email to Pay&Go customer service. Pay&Go may revise applicable Convenience Fees and other service charges at any time. Material fee increases shall, where practicable and permissible by law, be communicated to users at least fifteen (15) to thirty (30) days in advance via email, SMS, or kiosk notice. Users who do not accept a fee change may cease use of the affected service or close their Wallet by contacting customer service.
3.2 Service Fee Transparency
All Service Fees shall be clearly disclosed to the User at the point of transaction or in the transaction receipt before final settlement. You have the opportunity to cancel a transaction if you do not wish to incur the disclosed fees.
4. TRANSACTION LIMITS AND PAY&GO WALLET LIMITS
4.1 Limits and Adjustments
Pay&Go may establish, adjust, or modify transaction limits (per transaction), daily limits, or monthly Wallet balance limits at any time, at its discretion, and subject to applicable BSP OPS regulations and risk management policies. Transaction and Wallet limits are based on factors including user identification level, transaction history, risk profile, and regulatory requirements.
4.2 Limit Disclosure
Current transaction and Wallet limits are displayed on the Pay&Go Self Service Kiosk interface and published on the website at http://www.paygoph.com. Users may request a statement of their applicable limits by contacting customer service. Any material reduction in a User’s limits shall be communicated to the User via SMS or email where practicable.
4.3 Limit Enforcement
Pay&Go reserves the right to decline any transaction that would exceed applicable limits, even if the User’s account balance is sufficient. Such decline shall not constitute a breach of these T&Cs or the Service.
5. ACTIVATION AND DEACTIVATION OF PAY&GO WALLET
5.1 Wallet Suspension, Blocking, and Termination
Pay&Go reserves the right to suspend, block, or terminate your Pay&Go Wallet access or functionality, or to deactivate any feature, at any time when Pay&Go has reasonable cause to do so, including but not limited to:
a. Suspected or confirmed fraudulent, suspicious, or unauthorized transactions or use;
b. Violation of these T&Cs or applicable laws;
c. Failure to comply with customer due diligence, KYC, or identity veri cation requests;
d. Breach of Anti-Money Laundering Act (AMLA) compliance obligations or indicators of money laundering or sanctions evasion;
e. Regulatory directive or court order;
f. Inactivity for an extended period (notice shall be provided where practicable);
g. Closure of the Wallet upon your request.
5.2 Notice and Due Process
Except in cases of imminent fraud, security breach, or regulatory compulsion where immediate action is required, Pay&Go shall endeavor to provide you with notice of suspension, blocking, or termination via SMS or email. Upon suspension or termination, you retain the right to withdraw any remaining Wallet balance, subject to identity verification and applicable withdrawal procedures. Pay&Go shall be relieved of liability for the suspension, blocking, or termination of your Wallet access or its consequences, except as may be otherwise expressly provided herein or required by applicable law.
5.3 Right to Appeal
If your Wallet is suspended or blocked due to alleged fraud or violation of these T&Cs, you may appeal the decision by contacting Pay&Go customer service with supporting documentation within thirty (30) days of suspension. Pay&Go shall review the appeal and communicate a resolution within seven (7) business days, or indicate if an extended investigation is required.
6. Loyalty and Data Management
6.1 Loyalty and Rewards Program
From time to time, Pay&Go may o er a loyalty or rewards program applicable to use of the Pay&Go Services, such as points accumulation, discounts, or partner merchant promotions. Your participation in any loyalty or rewards program shall be governed by separate program terms and conditions (“Program Terms”), which shall be provided to you upon enrollment and are deemed incorporated by reference into these T&Cs. In the event of any conflict between these T&Cs and the Program Terms, the Program Terms shall control with respect to the specific loyalty or rewards program. You may opt out of a loyalty program by contacting customer service, and such opt-out shall not affect your ability to use the core Pay&Go Services.
6.2 User information may be used by Pay&Go, its affiliates, and selected partners for purposes such as improving services, communicating with Users, and presenting third party offers that may be relevant to them. Users may choose to limit or stop receiving such communications at any time through the available opt-out options or by contacting Pay&Go through its official support channels.
7. PHONE AND PAY&GO WALLET SECURITY
7.1 User Responsibility for Security Credentials
You are solely and exclusively responsible for:
a. The security and safekeeping of your registered mobile phone, SIM card, and the mobile number associated with your Wallet;
b. The confidentiality and safekeeping of your Security PIN and any one-time passwords (OTPs) generated for your Wallet;
c. Preventing unauthorized access to your phone, SIM card, or Wallet; and
d. Monitoring your Wallet for unauthorized or suspicious activity and reporting any such activity to Pay&Go within thirty (30) days as described in Section 13 (Dispute and Refund).
7.2 Presumption of Authorization
All transactions performed using your registered mobile phone, Wallet credentials, or security credentials shall be deemed to have been authorized by you, unless you have notified Pay&Go in writing of the loss, theft, or compromise of your phone, SIM card, or credentials and reported the unauthorized transaction within thirty (30) days of the transaction date or your discovery of the unauthorized use, whichever is sooner.
7.3 Liability for Unauthorized Use
Pay&Go shall not be liable for losses arising from unauthorized use of your Wallet if:
a. You have failed to maintain the confidentiality of your Security PIN or OTP;
b. You have voluntarily disclosed your credentials or allowed unauthorized access to your phone or SIM card;
c. You have failed to report the loss or theft of your phone or SIM card to Pay&Go and your carrier within a reasonable timeframe; or
d. You have failed to report an unauthorized transaction within thirty (30) days of the transaction or your discovery of the unauthorized use.
7.4 Device Loss or SIM Compromise
If your phone is lost, stolen, or your SIM card is compromised, you must immediately (a) notify your mobile carrier to suspend or replace your SIM; and (b) contact Pay&Go customer service to request suspension of your Wallet pending verification and recovery. Upon verification of your identity, Pay&Go shall assist in securing your Wallet and investigating any unauthorized transactions.
8. THIRD-PARTY CONTENT AND SERVICES
8.1 Third-Party Disclaimers
The Pay&Go Services may include content, links, or services provided by third parties (such as Billers, Accredited Merchants, payment networks, or technology providers). Pay&Go does not control, endorse, or guarantee the accuracy, completeness, timeliness, or appropriateness of third-party content or services. Pay&Go is not responsible or liable for:
a. The availability, accuracy, or non-infringement of any third-party content;
b. The quality, legality, or safety of products or services offered by any Biller, Accredited Merchant, or third party;
c. The content, conduct, or policies of third-party websites or services linked to or accessible through the Pay&Go Services;
d. Any loss, delay, or failure in payment transmission or settlement by Billers or third parties; or
e. Any dispute between you and a Biller, Merchant, or third party regarding products, services, or billing.
8.2 No Warranty or Endorsement
Pay&Go makes no representation, warranty, or endorsement regarding the products, services, fees, or practices of Billers, Accredited Merchants, or any third party. Your use of third-party services or interactions with Billers and Merchants are at your own risk and are governed by their respective terms, conditions, and privacy policies.
8.3 Biller and Merchant Integration
Pay&Go acts as an intermediary payment facilitator between you and Billers or Merchants. Pay&Go does not act as an agent for Billers or Merchants, nor does it assume liability for their acts, omissions, or failure to provide agreed services or refunds. Any dispute regarding the delivery, quality, or refund of a Biller’s or Merchant’s product or service must be directed to the Biller or Merchant, not to Pay&Go.
9. CUSTOMER DUE DILIGENCE, KYC, AND AMLA COMPLIANCE
9.1 Information Collection and Verification
In accordance with the National Payment Systems Act, BSP regulations, and the Anti- Money Laundering Act (AMLA), Pay&Go is required to collect, verify, and maintain certain personal information from users. At minimum, Pay&Go collects and verifies:
a. Your full name, date of birth, and national identification cation details;
b. Your mobile phone number and contact information;
c. Transaction history and patterns;
d. Device and location information related to your use of the Pay&Go Services.
The depth and extent of information collected may vary based on transaction volume, risk pro le, and regulatory requirements.
9.2 Enhanced Due Diligence
Pay&Go reserves the right to request additional information, documents (such as government-issued ID, proof of address, source of funds documentation, or employment information), or identity veri cation at any time if Pay&Go:
a. Suspects suspicious, fraudulent, or high-risk activity;
b. Is required to do so by law, regulation, or BSP directive;
c. Detects transactions or patterns that exceed your expected pro le or usage history;
d. Is conducting routine or risk-based compliance reviews.
Failure or refusal to provide requested information or documentation may result in suspension or termination of your Wallet access.
9.2 Third-Party Information Verification
To validate the accuracy and authenticity of information you provide, Pay&Go may acquire, access, retrieve, or verify similar or additional information from you or cross- reference it with records maintained by third parties, including telecommunications providers, financial institutions, government agencies, and other service providers, in accordance with applicable data privacy laws.
9.3 Suspicious Activity Reporting
Pay&Go is obligated to detect, report, and refuse to process transactions suspected of involving money laundering, terrorist financing, sanctions evasion, or other prohibited activity under the AMLA. Pay&Go may:
a. Monitor your transactions for suspicious patterns, unusual amounts, rapid fund movements, or other indicators of money laundering;
b. Freeze, block, or reverse any transaction believed to involve prohibited activity;
c. Report suspected violations to the Financial Intelligence Unit (FIU) and BSP without prior notice to you;
d. Cooperate fully with law enforcement and regulatory investigations.
9.4 No Liability for Compliance Actions
Pay&Go shall not be liable for any loss or inconvenience arising from the suspension, blocking, refusal, or reversal of any transaction or Wallet access undertaken in good faith for AMLA compliance, fraud prevention, or regulatory compliance.
10. RESERVED RIGHTS OF PAY&GO
Pay&Go expressly reserves the following rights:
10.1 Service Access and Discontinuation
Pay&Go reserves the right to:
a. Deny access to or discontinue the Pay&Go Services, or any component thereof, to anyone at any time, temporarily or permanently, without giving any reason and/or prior notice (except where notice is practicable and required by law);
b. Decline to provide or renew services to any user or category of users;
c. Refuse to complete any transaction, even if the User’s Wallet balance is sufficient, if Pay&Go has reasonable suspicion of fraud, regulatory violation, or increased risk.
Pay&Go shall not be liable for any such denial or discontinuation, except as may be otherwise expressly provided in these T&Cs or required by applicable law.
10.2 Information Screening and Modification
Pay&Go reserves the right to:
a. Collect, screen, review, ag, lter, modify, block, refuse, or remove any information provided by users explicitly or implicitly to or through the Pay&Go Wallet;
b. Implement automated fraud-detection, anti-abuse, and content- filtering mechanisms that may block or delay transactions or communications;
c. Preserve information for compliance, audit, and dispute-resolution purposes.
You hereby agree and consent to these information management practices and agree to hold Pay&Go harmless from any liability arising from the exercise of these rights, except where such liability cannot be excluded by law.
10.3 Service Enhancement and New Features
Pay&Go reserves the right to:
a. Enhance, improve, develop, and introduce new features and functionalities to the Pay&Go Self Service Kiosk and Services at any time;
b. Modify, deprecate, or discontinue existing features;
c. Make such enhancements, improvements, developments, and new features part of the Pay&Go Services, and such additions shall be governed by these T&Cs (or supplementary terms if applicable).
Users shall have no entitlement to any particular feature and agree to accept changes to the Services as a condition of continued use.
10.4 Service Communications
Pay&Go reserves the right to:
a. Send service updates, noti cations, alerts, and messages to you via SMS, email, in-app noti cation, or kiosk notice;
b. Include in communications information regarding enhancements, improvements, developments, features, products, promotions, o ers, and advertisements related to the Pay&Go Services and partner o erings;
c. Contact you regarding account security, suspected fraud, regulatory investigations, or violations of these T&Cs.
You agree to accept such communications as a condition of using the Pay&Go Services, unless you opt out of non-essential marketing communications (see Section 11 on Data Privacy Notice).
10.5 Fee and Charge Authority
Pay&Go reserves the right to:
a. Set, modify, or increase applicable fees, taxes, and service charges for the use of the Pay&Go Services at any time;
b. Communicate fee changes via kiosk notice, website posting, or email/SMS noti cation;
c. Implement fee changes within a reasonable period following noti cation, except where law requires advance notice (e.g., fteen (15) to thirty (30) days for material changes).
11. DATA PRIVACY NOTICE
11. 1 Privacy Commitment
Pay&Go is committed to protecting your personal data and complies with the Data Privacy Act of 2012 (Republic Act No. 10173) and its Implementing Rules and Regulations (IRR), as well as with BSP requirements on data protection.
11.2 Categories of Personal Data Processed
Pay&Go may collect and process the following categories of personal data:
a. Identification Data: Full name, date of birth, nationality, government-issued ID number (PhilID, passport, driver’s license), TIN (Tax Identification Number).
b. Contact Information: Mobile phone number (primary account identi er), email address, residential address.
c. Transaction Data: Transaction history, amount, date, time, type (cash-in, bills payment, cash-out), merchant or biller details, Wallet balance, device ngerprint, IP address.
d. Device and Technical Data: Mobile phone model, SIM details, operating system, device location (if available), network provider information, browser/app version.
e. Communication Data: Copies of support inquiries, chat transcripts, dispute reports, and Pay&Go’s responses thereto.
11.3 Lawful Bases and Purposes for Processing
Pay&Go processes your personal data for the following purposes:
a. Performance of the Service Agreement: To provide, facilitate, and manage your use of the Pay&Go Services; to execute transactions; to maintain your Wallet; and to deliver customer support.
b. Legal Compliance: To comply with BSP OPS regulations, AMLA and KYC requirements, tax laws, data protection laws, and any court order, regulatory directive, or government request.
c. Fraud Prevention and Security: To detect, investigate, and prevent fraudulent, unauthorized, suspicious, or illegal activity; to protect Pay&Go and users from harm; and to maintain the integrity and security of the Pay&Go Systems.
d. Legitimate Business Interests: To improve, develop, and optimize the Pay&Go Services; to analyze usage patterns and system performance; to conduct internal audits and compliance reviews; and to manage risk.
e. Consent-Based Processing: For marketing communications and promotions related to Pay&Go Services or partner offerings, only where you have opted in to receive such communications.
11.4 Data Recipients and Sharing
Your personal data may be shared with:
a. Billers and Accredited Merchants: To process bills payments and transactions as requested.
b. Payment Networks and Processors: To facilitate payment clearing, settlement, and fund transfers.
c. Financial Institutions and Banks: To enable cash-in/cash-out and interoperability with the broader financial system.
d. Service Providers and Vendors: Such as IT hosts, fraud-detection vendors, customer service outsourcers, and security rms, bound by confidentiality agreements.
e. Law Enforcement and Regulators: BSP, Financial Intelligence Unit (FIU), NPC (National Privacy Commission), police, courts, and other authorities when required by law or regulatory directive.
f. Pay&Go A liates and Successors: In the event of corporate restructuring, merger, acquisition, or asset sale, your data may be transferred, with notice and opportunity to object.
Personal data shall not be shared with third parties for their direct marketing purposes without your explicit prior consent (opt-in).
11.5 Data Retention
Pay&Go retains personal data for the duration of your Wallet and for the period necessary to comply with legal and regulatory obligations, which may extend for five (5) to seven (7) years after account closure or transaction completion (as required by AMLA and audit laws). Transaction records and dispute-related documents are retained for at least three (3) years.
11.6 Your Data Subject Rights
Under the Data Privacy Act, you have the right to:
a. Right to Access: Request a copy of the personal data Pay&Go holds about you.
b. Right to Correction/Recti cation: Request correction of inaccurate, incomplete, or outdated personal data.
c. Right to Erasure/Deletion: Request deletion of your personal data, subject to legal and regulatory retention requirements (e.g., AMLA records may not be deleted).
d. Right to Object: Object to the processing of your personal data for certain purposes (e.g., marketing).
e. Right to Data Portability: Request a copy of your personal data in a portable, machine-readable format.
f. Right to Withdraw Consent: Withdraw consent for processing based on your consent (e.g., marketing communications) without a ecting the lawfulness of prior processing.
To exercise any of these rights, contact Pay&Go Data Protection Officer at [DPO EMAIL ADDRESS] or submit a request via the Pay&Go website. Pay&Go shall respond within thirty
(30) days (extendable to sixty (60) days where justified).
11.7 Marketing Communications and Opt-Out
Pay&Go may send you promotional messages, product updates, and partner o ers via SMS, email, or in-app notification. If you do not wish to receive such marketing communications, you may opt out by: (a) Replying “STOP” to any SMS; (b) Clicking “Unsubscribe” in any email; or (c) Contacting customer service. Opt-out requests shall be honored within seven (7) business days.
11.6 Data Breach Notification
In the event of a confirmed data breach involving your personal data, Pay&Go shall notify you and the National Privacy Commission without unreasonable delay, and in accordance with the timeframes specified in the Data Privacy Act (generally within seventy-two (72) hours of discovery, subject to law enforcement exceptions). The notification shall include: the nature of the breach, the categories and approximate number of affected data subjects, likely consequences, and measures being taken to mitigate the breach and prevent future incidents.
11.7 Full Privacy Policy
This Data Privacy Notice summarizes key points. For complete details on data processing, your rights, and Pay&Go’s data protection practices, please refer to the Pay&Go Data Privacy Policy, available at http://www.paygoph.com/privacy or upon request.
12. FRAUDULENT TRANSACTIONS
12.1 Pay&Go’s Authority to Suspend or Block
Pay&Go reserves the right to automatically suspend or block your Pay&Go Wallet, or any transaction, if Pay&Go has reasonable cause to believe that:
a. The Wallet may be used for fraudulent, unauthorized, or suspicious transactions;
b. The Wallet has been compromised or is being used by an unauthorized person;
c. Transaction patterns are inconsistent with your historical pro le or indicate high-risk behavior;
c. The transaction may violate AMLA, sanctions, tax, or other legal requirements.
12.2 Notice and Appeal
Except where immediate action is required (e.g., to prevent imminent fraud or comply with a regulatory directive), Pay&Go shall endeavor to notify you via SMS or email prior to suspension or blocking. Upon suspension or blocking, you shall have the right to contact Pay&Go customer service to understand the reason and to appeal the decision with supporting documentation. Pay&Go shall review appeals within seven (7) business days and respond with a decision or further investigative timeline.
12.3 No Obligation to Inform or Liability for Suspension
Pay&Go may, but shall not have any obligation to, inform you prior to suspending or blocking your Wallet. You acknowledge the authority of Pay&Go to suspend or block your Wallet and agree to hold Pay&Go harmless and free from any liability arising from such suspension, blocking, or any loss or damage you may su er as a result thereof, except to the extent such liability cannot be excluded by law.
12.4 Discretionary Transaction Refusal
Without need to give any reason, notice, or advance warning, and without prejudice to other provisions herein, Pay&Go has the absolute discretion to:
a. Refuse to approve or execute any transaction, even if your Wallet has su cient available balance;
b. Suspend, terminate, or cancel your right to use your Wallet or any feature;
c. Increase or decrease your transaction limits or overall Wallet balance limits;
d. Introduce, amend, restrict, terminate, or withdraw any bene ts, services, facilities, features, or privileges with respect to your Wallet, whether speci c to you or applied generally to all or a segment of Pay&Go users.
12.5 Erroneous or Fraudulent Credits
In the event that any amount is credited to your Pay&Go Wallet by error, system malfunction, processing error, fraud, duplication, or for any reason not attributable to a legitimate and authorized transaction:
a. Pay&Go shall have the right to reverse, recover, or deduct such erroneous amount from your Wallet at any time, with or without prior notice;
b. If you have already used, withdrawn, transferred, or spent the erroneous amount, you authorize Pay&Go to recover the same by:
i. Deducting the recovery amount from any future transactions or cash-out requests; or
ii.Placing your Wallet in a negative balance (debit balance) for the amount due to Pay&Go.
iii. If the required details are not provided and there is no cooperation from the User, the outstanding amount shall be subject to Section 2.4.
c. You agree that failure to settle a negative balance may result in suspension, restriction, or termination of your Wallet and associated penalties, and Pay&Go may pursue legal remedies available under applicable law.
12.6 Investigation of Disputed Transactions
Upon receipt of a report of fraudulent or unauthorized transaction, Pay&Go shall:
a. Initiate a formal investigation in cooperation with the affected Biller(s) and relevant third parties;
b. Preserve transaction records, logs, device information, and other evidence;
c. Provide you with periodic updates on investigation progress (unless such disclosure would compromise the investigation);
d. Issue a decision within the timeframe specified in Section 13 (Dispute and Refund).
13. DISPUTE AND REFUND PROCESS
13.1 Filing a Dispute
If you believe a transaction is incorrect, unauthorized, fraudulent, or was not completed as intended, you must report the dispute to Pay&Go as soon as possible and no later than thirty (30) days from the date the transaction was posted to your Wallet. After thirty (30) days, the transaction shall be deemed final and accepted, and you shall forfeit the right to dispute or claim a refund, except in the following circumstances:
a. System-Wide Incident: If Pay&Go experiences a documented system outage, data loss, or processing error affecting multiple users, affected users may dispute or claim reversal for thirty (30) days following the date such incident is publicly disclosed or acknowledged by Pay&Go;
b. Fraud or Unauthorized Access: If you can demonstrate that the transaction resulted from unauthorized access, compromised credentials, or account fraud discovered after thirty (30) days, you may appeal to Pay&Go’s senior management for review within ninety (90) days of discovery (with supporting evidence);
c. Legal Requirement: If applicable law or regulation (e.g., consumer protection laws, SEC or BSP directives) requires consideration of claims led beyond thirty (30) days.
13.2 How to Report a Dispute
Disputes may be reported by:
a. Website: Fillout the form provided in http://www.payandgo.help
b. Email: Submit a written complaint with transaction details and supporting evidence to [email protected]
c. Facebook Messenger: Chat the Pay&Go Official Facebook Page via Messenger during business hours;
Regardless of the channel used, provide your Wallet identifier (mobile number), transaction reference number, transaction date, amount, and a clear description of the issue and supporting documentation.
13.3 Investigation and Resolution Timeline
Upon receipt of a valid dispute report:
a. Initial Acknowledgment (within 1–2 business days): Pay&Go shall send an SMS or email acknowledging receipt of the dispute and assigning a reference number.
b. Investigation Period (7–15 business days, or up to 30 days for complex disputes):
i.Pay&Go shall investigate the dispute in cooperation with relevant Billers, merchants, payment networks, and finanancial institutions;
ii. Pay&Go shall request any additional information or documentation from you as needed and provide you with a reasonable deadline (typically 3–5 business days) to respond.
c. Provisional Credit (if applicable): For disputes involving non-receipt of goods/services or processing errors where a refund is likely, Pay&Go may issue a provisional credit to your Wallet pending nal investigation, on the understanding that the provisional credit may be reversed if investigation determines the transaction was authorized.
d. Final Decision (within 30–45 business days): Pay&Go shall issue a final written decision via email or SMS, including:
i. A summary of the investigation findings;
ii. The decision (upheld, reversed, or partially upheld);
iii. If a refund is approved, the expected timeline for credit (typically 3–5 business days from decision date).
e. Notification: All updates shall be sent to your registered mobile number and email address.
13.4 Types of Disputes and Refund Eligibility
a. Transaction Not Received/Failed Transaction:
If you initiated a bills payment, cash-out, or other transaction that was accepted by the kiosk but never reached the intended Biller or Merchant, and your Wallet was debited, you are entitled to a refund of the Transaction Amount plus any Convenience Fee, provided evidence (e.g., receipt, Wallet debit record) is presented.
b. Users are strongly advised to ensure the accuracy of all account details before confirming any transaction. In case of an error, Users must directly contact the selected Biller or service provider to request the return or correction of their funds, as Pay&Go has no control over the Biller’s internal processes.
c. Duplicate or Multiple Debit:
If the same transaction was processed more than once (e.g., charged twice for a single bills payment), you are entitled to a refund of the excess charge(s) plus any associated Convenience Fees.
d. Incorrect Amount Charged:
If the amount debited exceeds the amount you authorized, you are entitled to a refund of the di erence.
e. Unauthorized Transaction (Fraud/Compromised Credentials):
If you report an unauthorized transaction and can demonstrate (a) you did not authorize it, (b) you took reasonable measures to secure your credentials, and (c) you reported it within thirty (30) days, you are entitled to a full refund of the unauthorized amount. Your liability for fraudulent transactions is limited to the extent that fraud resulted from your gross negligence or willful misconduct.
f. Biller/Merchant Service Dispute:
If you dispute whether a Biller or Merchant actually provided the goods or services for which you paid (e.g., bill not found to be paid, airtime not received), Pay&Go shall coordinate with the Biller or Merchant to investigate. If the Biller/Merchant con rms non-delivery, you are entitled to a refund. If the dispute is unresolved, Pay&Go may issue a provisional credit and refer the matter for further resolution.
g. Technical or System Error:
If Pay&Go’s system error, kiosk malfunction, or processing error caused an improper charge, you are entitled to a full refund plus any associated fees, without limitation period.
13.5 Conditions for Refund
a. Eligibility: You must have a valid Pay&Go Wallet in good standing and be able to provide proof of the transaction (receipt or Wallet record).
b. Cooperation: You must cooperate fully with Pay&Go’s investigation, providing requested documentation within reasonable deadlines.
c. No Duplication: You may not claim multiple refunds for the same transaction.
d. Merchant/Biller Coordination: For disputes involving goods or services, Pay&Go may require coordination with the Biller or Merchant, and the Biller’s or Merchant’s policies may a ect eligibility (e.g., non-refundable services).
13.6 Refund Method and Timing
Upon approval of a refund:
a.The refund shall normally be credited to your Pay&Go Wallet within three (3) to
Five (5) business days from the date of the decision (or from receipt of confirmation from the Biller/Merchant, whichever is later).
b. Cash refunds for over-the-counter transactions may, at Pay&Go’s discretion, be issued as Wallet credit or as cash via a subsequent cash-out transaction.
c. If a refund cannot be credited to your Wallet (e.g., Wallet is closed), Pay&Go shall refund the amount via bank transfer or other agreed method within a reasonable timeframe.
13.7 Pay&Go’s Limitation of Refund Liability
Pay&Go’s obligation to refund is limited to the Transaction Amount and Convenience Fee actually charged. Pay&Go shall not be liable for any consequential, indirect, or special damages arising from a failed transaction, delay in processing, or refund, such as late fees imposed by your bank, damage to credit, or lost opportunities.
13.8 Regulatory and Consumer Dispute Escalation
If you are dissatisfied with Pay&Go’s dispute resolution, you may escalate the matter to:
a.Bangko Sentral ng Pilipinas (BSP) Financial Consumer Protection Center: For complaints related to Pay&Go’s compliance with OPS regulations or consumer protection rules.
BSP FCPC, Bangko Sentral ng Pilipinas, Roxas Boulevard, Manila, Philippines Email: [email protected] | Phone: (02) 8708-7087
b. National Privacy Commission (NPC): For complaints related to data privacy violations.
NPC, 9th Floor Quedan Institute Building, 2407 Taft Avenue, Manila, Philippines
Email: [email protected] | Phone: (02) 8926-5505
14. LIMITATION ON LIABILITY
14.1 “AS IS, AS AVAILABLE” Disclaimer
The Pay&Go Services are offered on an “AS IS” and “AS AVAILABLE” basis without warranties of any kind, express, implied, statutory, or otherwise, except for warranties that are incapable of exclusion, waiver, or limitation under applicable law. Pay&Go makes no warranty:
a. As to the content, quality, accuracy, timeliness, or completeness of information or data provided by Pay&Go or received or transmitted through the Pay&Go Services;
b. As to the quality, legality, safety, or suitability of any Biller’s, Merchant’s, or third party’s products, services, or offerings;
c. That the Pay&Go Services will be uninterrupted, error-free, or free of viruses, malware, or harmful code;
d. That any particular result, information, or outcome will be obtained from use of the Pay&Go Services;
e. That defects in the Service will be corrected or that the Service will be compatible with your hardware or software.
14.2 Exclusions from Liability
Except to the extent prohibited by law, Pay&Go shall not be liable to you or any third party for any indirect, incidental, consequential, special, exemplary, punitive, or lost pro t damages arising from, connected with, or as a result of any or all of the following, even if Pay&Go has been advised of the possibility of such damages:
a. Third-Party Refusal or Non-Performance:
Refusal of any Biller, Merchant, bank, financial institution, payment network, payment aggregator, or third party to allow, accept, honor, process, or settle payments or transactions using Pay&Go, or failure by such third party to complete or correctly process a transaction.
b. Service/System Unavailability or Delays:
Failure to perform or complete any transaction due to kiosk unavailability, system downtime, network congestion, line unavailability, or system malfunction, except where such failure is proven to result from Pay&Go’s gross negligence or willful misconduct.
c. delays, Interruptions, or Service Failure (Force Majeure):
Any delay, interruption, suspension, or termination of a transaction or Service attributable to:
i. Causes beyond Pay&Go’s reasonable control, including acts of God, natural disasters (earthquake, ood, storm), labor disputes, strikes, civil unrest, government action, war, terrorism, pandemic, or atmospheric/electrical conditions;
ii. Administrative error, technical fault, mechanical or electrical difficulty;
iii. Interference, disruption, or damage caused by third parties, including cyberattacks, hacking, or denial-of-service attacks (provided Pay&Go has implemented industry-standard security measures).
d. Unauthorized Use:
Unauthorized or fraudulent use of your Wallet, credentials, phone, or SIM card, except to the extent such unauthorized use results from Pay&Go’s gross negligence in handling your information or credentials.
e. Misrepresentation, Fraud, or Misconduct:
Misrepresentation of identity or fact, fraud, or misconduct by you, a Biller, Merchant, third party, or the public.
f. Acts or Omissions of Pay&Go Personnel:
Unauthorized acts or omissions of any Pay&Go employee, agent, contractor, or representative.
g. Third-Party Content and Services:
Any loss or damage arising from reliance on third-party content, links, or services accessible through the Pay&Go Services, or arising from your interaction with third parties.
14.3 Limitation of Liability – Monetary Cap
Notwithstanding any other provision in these T&Cs, Pay&Go’s total aggregate liability to you arising from these T&Cs, the Pay&Go Services, or any dispute hereunder shall not exceed the greatest of:
a. One Thousand Philippine Pesos (PHP 1,000.00); OR
b. The actual, direct, and documented damages actually incurred and su ered by you; OR
c. The amount of the transaction at issue, plus all Service Fees charged for that transaction.
Whichever amount is lowest shall apply.
14.4 Exceptions to Liability Cap
Notwithstanding the foregoing limitation, the liability cap shall not apply to:
a. Damages arising from Pay&Go’s proven gross negligence, willful misconduct, fraud, or criminal conduct;
b. Breach of con dentiality or unauthorized disclosure of your personal data by Pay&Go or its employees, except as permitted by law;
c. Statutory or regulatory liability that cannot be waived or limited by contract under Philippine law (e.g., consumer protection laws, data privacy law penalties);
d. Indemnification obligations you owe to Pay&Go under Section 15 of these T&Cs;
e. Any damages prohibited from exclusion by applicable law, including but not limited to essential consumer rights under the Consumer Act or similar statutes.
14.5 Liability for System Errors and Processing Failures
Notwithstanding the broad exclusions in Section 14.2, Pay&Go acknowledges that it shall be liable for actual, direct, and documented losses directly caused by:
a. Proven system errors attributable to Pay&Go (e.g., duplicate debits, incorrect amounts, software bugs), subject to the liability cap in Section 14.3 (which may be overridden if the actual damages exceed PHP 1,000.00 and are directly attributable to Pay&Go);
b. Gross negligence by Pay&Go in implementing reasonable security or fraud- prevention measures.
For such errors, the liability cap is waived, and you may recover the actual direct damages suffered, up to a reasonable limit agreed upon in a subsequent settlement or as determined by a court of law.
15. INDEMNIFICATION
15.1 Your Indemnification Obligation
You agree to indemnify, defend, and hold harmless Pay&Go and its officers, directors, employees, agents, contractors, and representatives from and against any and all claims, damages, losses, costs, and expenses (including reasonable attorneys’ fees and court costs) arising from or related to:
a. Your breach of these T&Cs or any applicable law;
b. Your use of the Pay&Go Services in violation of these T&Cs or applicable law;
c. Your unauthorized or fraudulent transactions (except to the extent fraud results from Pay&Go’s gross negligence);
d. Your infringement of any third-party intellectual property, privacy, or other right;
e. Any claim by a third party (including a Biller or Merchant) arising from your use of the Pay&Go Services or your conduct.
16. VENUE AND GOVERNING LAW
16.1 Governing Law
These T&Cs shall be governed by and construed in accordance with the laws of the Republic of the Philippines, without regard to principles of conflict of law.
16.2 Venue of Litigation
Any legal action, suit, or proceeding arising from or related to these T&Cs or the Pay&Go Services shall be brought exclusively in the proper courts of Makati City, Metro Manila, Philippines, or such other courts in the Philippines as may be permitted under the Rules of Court. You hereby consent to the jurisdiction of such courts and waive any objection based on inconvenient forum (forum non conveniens).
Provided, however, that nothing herein shall prevent you from ling a complaint with or seeking relief from the Bangko Sentral ng Pilipinas Financial Consumer Protection Center, the National Privacy Commission, or other regulatory or administrative bodies authorized by law to hear consumer disputes, independent of court proceedings.
16.3 No Class Actions or Aggregated Claims
Any dispute or claim arising from these T&Cs or the Pay&Go Services shall be pursued on an individual basis, and you waive the right to pursue any class action, collective action, or aggregated claim against Pay&Go (except as prohibited by applicable law or regulatory directive).
17. No Waiver by Failure to Enforce
You acknowledge and agree that:
a. No failure or delay by Pay&Go in exercising any right, remedy, or privilege under these T&Cs shall operate as a waiver thereof;
b. No single, partial, or incomplete exercise of any right shall preclude any other or further exercise of that right or any other right;
c. Any waiver of a right must be in writing and signed by an authorized representative of Pay&Go to be effective.
18. SEVERABILITY
18.1 Severability Clause
If any provision of these T&Cs is held by a court of competent jurisdiction to be unconstitutional, illegal, invalid, void, or unenforceable, such provision shall be modified to the minimum extent necessary to make it enforceable, or if such modification is not possible, the provision shall be severed from these T&Cs.
18.2 Continued Effect
The invalidity or unenforceability of any provision shall not affect the validity or enforceability of the remaining provisions, which shall continue in full force and effect to the fullest extent permitted by law.
19. ENTIRE AGREEMENT AND AMENDMENTS
19.1 Entire Agreement
These T&Cs, together with any supplementary terms for specific services or programs (including the Pay&Go Data Privacy Policy, any Loyalty Program Terms, and any future EMI Service Agreement), constitute the entire agreement between you and Pay&Go regarding the Pay&Go Services and supersede all prior written or oral understandings, agreements, representations, and warranties.
19.2 No Third-Party Beneficiaries
These T&Cs are intended solely for the bene t of you and Pay&Go and are not intended to confer any right or bene t on any third party.
19.3 Amendment Procedure
Pay&Go may amend these T&Cs at any time by posting the revised version on the Pay&Go website (www.btipayments.ph), displaying it on the kiosk, or notifying you via email or SMS. Any such amendment shall become effective upon posting or notification, unless a specific effective date is stated. Your continued use of the Pay&Go Services after any amendment constitutes your acceptance of the amended T&Cs.
20. CONTACT INFORMATION AND CUSTOMER SERVICE
For questions, disputes, complaints, or to exercise your data subject rights, please contact Pay&Go:
Pay&Go Customer Service Helpdesks:
Phone: 09065754829/09953948375
09496350894/09496463165
Hours: Monday to Saturday: 8:00am to 10:00pm
Sunday: 9:00am to 6:00pm
Complaints, Disputes & Refunds: [email protected]
Data Privacy Matters: [email protected]
Regulatory Contacts for Escalation:
Bangko Sentral ng Pilipinas – Financial Consumer Protection Center (FCPC)
Address: Roxas Boulevard, Manila, Philippines Email: [email protected]
Phone: (02) 8708-7087
Website: http://www.bsp.gov.ph
National Privacy Commission (NPC)
Address: 9th Floor Quedan Institute Building, 2407 Taft Avenue, Manila, Philippines Email: [email protected]
Phone: (02) 8926-5505
Website: http://www.privacy.gov.ph
ACKNOWLEDGMENT AND ACCEPTANCE
By clicking “Accept” on the Pay&Go Self Service Kiosk, or by accessing and using the Pay&Go Services, you acknowledge that:
1.You have read and understood these Terms and Conditions in their entirety;
2.You have had a reasonable opportunity to seek legal counsel if desired;
3.You agree to be legally bound by these Terms and Conditions;
4.You accept the Data Privacy Policy and consent to the collection, processing, and use of your personal data as described herein;
5.You understand your rights and obligations under these Terms and Conditions and applicable Philippine law.
If you do not agree to be bound by these T&Cs, you must not use the Pay&Go Services.
END OF TERMS AND CONDITIONS