I received an e-mail "Updates to our Terms"

Question

I received an e-mail titled “Updates to our Terms for Individual Users / Business / E-commerce” on 15.05.2025. Can I learn more about the changes?

Answer

ZEN is updating its Terms with the following changes:

The list of changes to Individual & Business Terms

ZEN Terms for Individual Users, ZEN Terms for Business Users

  • You can now submit complaints via email, Live Chat, or physical mail. Responses will be provided digitally, in English or your preferred language.
  • We've clarified the consent for data sharing: ZEN.COM may access and share financial data (e.g., credit history) with third parties (banks, credit bureaus) for credit checks and risk management purposes. Data may be transferred globally.
  • To use the Bank of Lithuania’s out-of-court settlement procedure, complaints must be filed with the Bank within 3 months of identifying a violation and within 1 year of first submitting the issue to ZEN.

Business Terms only:

  • Fraud rates are now calculated based on the value of fraudulent transactions (previously total transactions) over a 30-day period.
The list of changes to Reward Zone, ZEN Card, ZEN Card Cashback and Auto top-up Terms

Reward Zone Terms

  • Clarified which transactions do not qualify for rewards (e.g., ATM withdrawals, gambling).
  • Users with negative Shard/Stone balances cannot earn or transfer rewards.
  • Complaint process clarified: disputes to be submitted via the app and resolved within 15 business days.

ZEN Card Terms

  • ZEN may block card orders in case of abuse.
  • Increased the consistency of the terms to avoid confusion between closing, cancelling and restricting a card.
  • If your card is blocked for 30 days or more, we can restrict it.
  • Dynamic Currency Conversion (DCC) is disabled by default for in-person transactions. Users can manage this feature in the app.

ZEN Card Cashback Terms

  • Clarified that cashback may be available at partnered physical stores via POS.
  • Clarified how we notify users about cashback promotions.

Auto top-up Terms

  • BLIK added as a payment method (PLN only).
  • Limits: One-time top-up from 28 PLN to 2,000 PLN. Auto top-up range from 25 EUR to 2,500 EUR (or equivalents in other currencies).
The list of changes to Ecommerce Terms

ZEN Ecommerce Terms

  • Expanded Fines Definition - Fines now explicitly include penalties from regulatory authorities, governmental bodies, or supervisory institutions.
  • URL Usage Restrictions - Merchants must only use ZEN-approved URLs for transactions. New or modified URLs require prior written approval from ZEN via a formal request process.
  • Transaction Limitations - ZEN or payment providers may impose restrictions on merchant services based on laws, payment method rules, or agreements.
  • Fraud Prevention Requirements - Merchants must:
    • Provide server logs to ZEN upon request for fraud detection.
    • Integrate a mandatory fraud detection tool (linked in the terms).
    • Avoid unauthorized storage/processing of payment data.
  • Prohibited Transactions - Merchants cannot process transactions involving “transaction laundering” (hiding true transaction purposes).
  • Compliance Reporting - Merchants must report breaches (e.g., Visa rules) or suspected illegal activity to ZEN within 24 hours of discovery.
  • Termination & Suspension - ZEN can immediately terminate agreements if merchants use prohibited/unapproved URLs. Termination notices may be sent after termination if delays risk financial loss. Written termination notices must be sent via email or post, unless immediate action is required.
  • Penalties for Violations - Expanded the conditions for the issuance of contractual penalties. It is not connected only to a violation of the payment method rules anymore.

You have the option to accept or reject any proposed changes to our terms before they take effect. If you agree with the updates, no action is needed. If you disagree, this will be treated as a request to close your account when the changes are implemented.

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