Monavate Cardholder Terms (EEA)

Introduction

This Agreement contains the terms on which we provide the Services to you. 
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Please read this Agreement in full before you start using the Services; it contains important information about us, our Card programme manager and technical service provider, Gnosis Pay, the Services we will provide to you, the circumstances under which this Agreement may be changed or ended, what to do and how to access help from us in the event there is a problem as well as other relevant information.
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Please contact us at help@gnosispay.com if you wish to discuss.
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This Agreement refers to other documents that also apply to the use of the Services as follows:
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​Gnosis Pay Terms of Service
​Gnosis Pay’s Privacy & Cookie Policy
​UAB Monavate’s Privacy Policy
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These additional documents are not part of the Framework Contract.
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By starting to use the Services (including, for example, using the Card to transact), you confirm that you accept and agree to this Agreement (including any updates to this Agreement and the other documents referred to above).
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​Cooling-off period: You are entitled to a 14-day “cooling off” period starting from the day you receive your Card. If you would like to cancel this Agreement during the cooling-off period, please contact us at help@gnosispay.com and return the Card to Gnosis Pay in an unused condition. We will refund you any fees you have paid to date. If you have used the Card, you will not be entitled to a refund of any Supported Funds in your Safe that you have spent or any fees incurred from such use. We will refund any initial issuance fee that you have been charged.

Who we are and how to contact us

Our company information: UAB Monavate is a company incorporated under the laws of Lithuania with entity code: 305628001. Our registered address is Konstitucijos pr. 21a, LT-08130, Vilnius ("Monavate", “us”, “we”, “our”, as applicable in the context).
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​We are authorised by the Bank of Lithuania: UAB Monavate is authorised by the Bank of Lithuania (“BOL”) (authorisation code: LB002139901097) to issue electronic money and provide payment services and licensed as a principal member of Visa in certain territories.
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Although the Card is issued by us, Gnosis Pay will provide the Card to you. We have engaged Gnosis Pay as the Card programme manager and technical services provider in respect of the Services, and we authorise them to act on our behalf in respect of the Services.
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Gnosis Pay have developed the App. You can use the App to (amongst other things) view your Card transactions, interact with your Safe and manage your Card. You must connect your Signing Wallet to the App to access the App. Please visit the App and review the App Terms for further details.
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In order to use our Services, in addition to accepting (and complying with) the terms of this Agreement, you must have accepted (and comply with) the App Terms and have successfully completed the onboarding process with Gnosis Pay including in relation to configuring your Safe to work with your Card and successfully activating your Card. 
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​How to contact us in relation to your use of the Services: You can contact us by sending an email to help@gnosispay.com or alternatively via the App. Whenever you contact us at help@gnosispay.com or via the App in relation to the subject matter of this Agreement, you will be communicating with Gnosis Pay who we have authorised to act on our behalf.

Glossary

App 

means the Gnosis Pay app that is accessible via the Website using your Signing Wallet.

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​App Terms 

means the App terms and conditions (as amended from time to time) that govern your access and use of the App which are available here.

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​Card 

means the payment card issued by us to you that you may use to transact (as well as any replacement card issued to you by us).

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​EUR-e 

means electronic money tokens issued by Monerium.

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​Framework Contract 

means a contract for payment services which governs the future execution of individual and successive payment transactions and which may contain the obligation and conditions for setting up a payment account as defined in the Payment Services Directive (Directive (EU) 2015/2366 of the European Parliament and of the Council of 25 November 2015 on payment services in the internal market).

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​Gnosis Chain 

means the Gnosis Chain blockchain network.

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​Gnosis Pay 

means Gnosis P. Tech, Unipessoal LDA (formerly Herois Dos Sinonimos, Unipessoal LDA), a company registered in Portugal with registered office Rua Antonio Maria Cardoso, No 25, 4o, 1200-027, Lisbon, Portugal.
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​Gnosis Pay Privacy & Cookie Policy 

means Gnosis Pay’s Privacy & Cookie Policy available here.

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​Monerium 

means Monerium EMI ehf. a company registered in Iceland (No. 571110-0240) that is authorised as an electronic money institution by the Financial Supervisory Authority of the Central Bank of Iceland and is the issuer of EUR-e.

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​Safe 

means the self-custodial smart contract-based wallet: (a) deployed to Gnosis Chain during the Gnosis Pay onboarding process that is solely owned and controlled by you via your Signing Wallet; and (b) that you may load with crypto-assets including Supported Funds and which functions as a funding source for the Card. 

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​Security Credentials 

means your private key, seed phrase or any other credentials owned and controlled by you and which you use to access, control and otherwise interact with your Wallet (that is linked to such private key or other credentials), including to send transactions to blockchain networks from such Wallet.

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​Services 

means the Card and other services provided by us to you in connection with the Card.

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​Signing Wallet 

means a digital solution owned and controlled by you and that enables you to send transactions to Gnosis Chain and that controls your Safe.

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​Stablecoin 

means a type of crypto-asset, the purpose of which is to be used as a means of exchange and that purports to maintain a stable value by referring to the value of a fiat currency that is legal tender, including EUR-e.

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​Supported Funds 

means EUR-e and any other Stablecoin as notified by us to you from time to time.

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​Wallet 

means any digital solution owned and controlled by you that enables you to send transactions to blockchain networks and store crypto-assets, including the Signing Wallet.

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​Website 

means https:app.gnosispay.com.

Getting started

1. Eligibility: In order to be eligible to use our Services, you must be at least 18 years old, a resident in the European Economic Area, and have successfully completed the onboarding process with Gnosis Pay (including as described in this Section 4 below).

2. Verification: We are required by law to verify certain details about you. You cannot use our Services until we verify your identity and perform such other checks as we may in our discretion deem appropriate to comply with applicable laws.

3. The information you provide must be accurate: The information you provide to us must be accurate, complete and truthful at all times. If your personal information changes, then you must update the personal information we hold about you. We may require additional information from you from time to time and you must cooperate by providing such information upon request.

4. Electronic checks with third parties: We may use third parties to assist us to obtain the relevant information required to help us verify your identity, perform the other checks referred to in Section 4.2 and to enable us to provide the Services to you (including to obtain the information requested under Section 4.3 above). We may request such third parties to share such obtained information with other associated organisations or carry out checks on you electronically as is necessary for the purposes of providing the Services. When we perform electronic checks, we may disclose personal data about you to fraud prevention and credit reference agencies who may keep a record of that information. By applying for our Services, you agree to certain personal data about you being collected and shared by such third parties and/or agencies for this purpose. You have the right of access to the personal records held by such third parties and/or fraud prevention agencies. We will supply the names and addresses upon written request.

5. You must comply with laws applicable to you at all times. You must comply with laws applicable to you at all times. This means when you must comply with all laws applicable to you during the time in which you are applying with us for Services and throughout the term of this Agreement.

6. Configuring your Safe and activating your Card. In order to use our Services, you must have accepted (and comply with) the App Terms and have successfully completed the onboarding requirements set out in the App Terms, including in relation to configuring your Safe to work with your Card and successfully activating your Card. Please visit the App and review the App Terms for further details.

7. We reserve the right to refuse to issue you a Card.

About the Card

1. The Card is issued by us – UAB Monavate. Please see our company’s details in Section 2 (Who we are and how to contact us).

2. The Safe is owned and controlled by you through your Signing Wallet. The Safe is a self-custodial blockchain wallet that is owned and controlled by you through your Signing Wallet and is not issued by Monavate. The Safe is not an e-money account or payment account. The Safe is deployed to Gnosis Chain during the Gnosis Pay onboarding process and your Signing Wallet is designated the sole owner and controller of the Safe. You will have a separate agreement in place with the Signing Wallet provider. That separate agreement will describe, amongst other things, your ability to use the Signing Wallet to interact with blockchain applications and smart contract protocols (such as the Safe) to (amongst other things) store, receive and transfer crypto-assets. Gnosis Pay offers a user interface through which you can (amongst other things) configure your Safe to work with your Card and interact with your Safe. This interface is available through the App. You must connect your Signing Wallet to the App to access and use the App. You will therefore need to have accepted the App Terms with Gnosis Pay which govern your access and use of the App. Please refer to the App Terms for more details. You use your Security Credentials to access and use the Signing Wallet. As described in Section 11.a, you must keep your Security Credentials secure and confidential and not share them with anyone. We are not responsible if you lose them or share them with anyone. If you lose your Security Credentials, then you will be unable to access your Signing Wallet which will mean you will be unable to access the App. In addition, if another person gains access to your Security Credentials they will be able to access the App and will also be able to access your Signing Wallet to authorise transactions in respect of your Safe which may result in you losing any Supported Funds or any other crypto-asset stored in your Safe. If you are unable to access the App because you have lost your Security Credentials you must notify us immediately. Please refer to Section 11.b for further information.

3. The Safe is a funding source for transactions you carry out using the Card. Each time you use the Card to make a payment, an amount of Supported Funds (equal to the value of the payment in euros (EUR)) held in the Safe is immediately deducted and used to fund the purchase. The balance of Supported Funds held in the Safe is therefore reduced each time you make a payment using your Card by an amount of Supported Funds equal to the amount of the transaction and any applicable fees in euros (EUR). You must therefore ensure there are sufficient Supported Funds held in your Safe in order to make payments using the Card.

4. How the Card can be used. The Card is a payment card that can be used for online and in-store purchases worldwide at merchants who accept Visa payment cards as a form of payment for goods and services. The Card is not a credit card or a charge card.

5. The EU deposit guarantee scheme will not apply under this Agreement and any funds processed under this Agreement are not protected by the EU deposit guarantee scheme. Please note that no interest is payable to you on the balance of Supported Funds stored on the Safe; nor do those Supported Funds constitute a deposit. For the avoidance of doubt, any Supported Funds stored on your Safe are NOT protected by the EU deposit guarantee scheme.

Funding your Card

Your Safe is the funding source for Card transactions. You can only use Supported Funds in your Safe to fund a Card transaction. You must therefore first load your Safe with Supported Funds in order to use the Card. You can load Supported Funds to your Safe using any Wallet by sending a transaction from such Wallet to load your Safe with Supported Funds. Please note there may be transaction fees (such as blockchain gas fees) associated with any transaction you send from your Wallet to load your Safe with Supported Funds. Please also ensure you select the correct blockchain network when making a transaction from your Wallet to load your Safe with Supported Funds. The Safe is deployed on Gnosis Chain and is therefore only capable of receiving and storing crypto-assets that are deployed on Gnosis Chain. When you use the Card to pay for a purchase, an amount of Supported Funds in the Safe equal to the amount of that purchase (as well as any applicable fees) in euros (EUR) are deducted from that Safe.

1. You must have sufficient Supported Funds in your Safe at all times to cover the value of any transactions you make using your Card. The balance of Supported Funds in your Safe must not be negative. If you attempt to make a payment using the Card and you have an insufficient balance of Supported Funds held in your Safe to make that payment, the payment will be declined and the Supported Funds will remain in your Safe.

2. You give us consent to fund your Card transactions with the Supported Funds held in your Safe. Each time you consent to a payment made with your Card, you are providing us with consent to deduct the Supported Funds from the Safe in the amount necessary to complete the payment that you are undertaking at that point in time. This includes any fees that may be incurred from that transaction.

3. If you attempt to make a payment using your Card in a currency that is different to the currency in which the Card is denominated, the payment will be automatically processed using a currency conversion rate (please see section 9.b for currency conversion rates).

Use of your Card

1. You will need to authorise a transaction before we can charge it to your Safe. To authorise a payment from your Safe using the Card, you will need to use the Card or the Card number. You may need to take additional steps to authorise a transaction at the time you are paying, for example, you may need to enter details on a merchant’s online payment page, tap your Card at the point of sale in-store or enter your PIN on the key pad. Depending on the circumstances, you may be required to undergo some further security checks at the time such as providing biometric data (e.g. a fingerprint).

2. If the Card, card number and PIN, biometric data or other security details have been used, we will assume you have authorised the transaction. You must therefore tell us immediately if you do not recognise a transaction that has been charged to your Safe and is listed as a transaction in your personal log- in area of the App.

3. You cannot cancel a transaction after it has been authorised. If a payment is scheduled to be paid from the Card in the future and you wish to cancel this payment, you cannot cancel this from the App and you will need to contact the payee to cancel such scheduled payments before the day the payment is due to be made.

4. There are situations where we may be unable, or we may refuse to authorise a transaction. There are certain situations in which we may be unable, or we may refuse to authorise a transaction and/or where we may suspend your use of your Card. These situations are:

   1. if legal or regulatory requirements prevent us from making the payment or mean that we need to carry out further checks;

   2. if you modify the configurations of the Safe in such a way that it no longer works with the Card. Please refer to the App Terms for further details.

   3. if the Safe (or the Gnosis Chain) is not operating correctly, including where we are unable to deduct Supported Funds from the Safe to fund a Card transaction.

   4. if you have infringed the App Terms or the App Terms terminate for whatever reason.

   5. if there are insufficient Supported Funds in your Safe to fund the Card transaction;

   6. if you have infringed this Agreement in a way that we reasonably believe justifies our refusing or delaying your payment;

   7. if we believe that processing your transaction would break this Agreement or that you have not provided all the information we need to make the payment properly;

   8. if the amount is over, or would take you over, any limit that applies to your Card. See limits here

   9. the funding transaction debiting the Safe is declined for any reason;

   10. if a bankruptcy order is made against you or you have entered into an individual voluntary arrangement with your creditors;

   11. if, even after doing everything reasonably possible, we will not be able to make the payment on time;

   12. if a third party prevents us from making the payment (for example, a card scheme);

   13. if you owe us money;

   14. if we have asked you for important information we reasonably need and you have not given us that information; or

   15. if we have suspended your account or your access to the App has been suspended.

5. Time we will receive the payment order. Card transactions are processed in real time and Supported Funds will immediately be deducted from your Safe in the amount necessary to complete the payment you are making at that point in time. The transaction executes on Gnosis Chain and, except in the event of any scheduled or unscheduled unavailability or limitations of Gnosis Chain, payment orders shall execute on the day they are received by us and are not subject to any cut off times.

6. Execution times

   1. Within the EEA and UK, we will execute any transaction:

      1. in euro;

      2. executed wholly in the UK in sterling; or

      3. involving only one currency conversion between the euro and sterling, provided that:

         1. the required currency conversion is carried out in the UK; and

         2. in the case of cross-border transactions, the cross-border transfer takes place in euro,

         3. by transferring the amount of the transaction to the payment service provider of the payee by the end of the next business day following the receipt of the payment order.

   2. Any other transactions within the UK will be executed no later than four business days following the receipt of the payment order.

   3. If the payment service provider of the merchant is located outside the EEA, we will execute the transaction as soon as possible.

7. Limits placed on your Card
   There may be limits on the amount of Supported Funds you can load to your Safe and spend with your Card. We may also place limits on using the Card for payments above a certain amount, from time to time. For further information relating to the limits placed on the Card, you can view here.

8. Accounting for service charges or tips when using the Card
   When using your Card at certain merchants (such as, for example, hotels or car rentals), an additional amount (typically 10%-20%) may be added to anticipate service charges or tips, thereby temporarily charging your Safe for an increased amount. This is to ensure there are sufficient Supported Funds in your Safe available to cover the final amount of the transaction. If your actual service charge or tip is less than the additional amount added, it may take up to seven (7) days from the date of the transaction before the difference is available to spend. You will only be charged the actual amount of the final bill agreed between you and the merchant.

9. Shortfall
   In the unlikely event a transaction is completed when there are insufficient Supported Funds in your Safe for that transaction (a "Shortfall"), the Shortfall must be reimbursed by you unless it is due to an error on the part of the merchant where the Card was presented, in this circumstance we may seek the Shortfall from the merchant.
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   You agree that once we make this Shortfall known to you, we may charge you for the Shortfall amount and charge your Safe for this amount and you provide us with consent to deduct an amount of the Supported Funds (equal to the value of the Shortfall amount in euros (EUR)) from your Safe. We may also charge the amount of the Shortfall from any other Cards that you hold with us or any other payment method which you may designate at that time. Until we are reimbursed the Shortfall amount, we may suspend the Card. In addition, we reserve the right to charge you an administration fee for each transaction that you make using the Card that results in a Shortfall or increases the Shortfall amount and you provide us with consent to deduct an amount of the Supported Funds (equal to the value of the administration fee in euros (EUR)) from your Safe.

The Card will expire

You may only use your Card up until the expiry date which is printed on the front of the physical Card. We will aim to send you a new Card prior to your Card expiring; we may ask you to confirm some details prior to our sending you a new Card.
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Fees may apply in certain cases where we send you a new Card. Please see the fees set out here.

How much will you pay

1. Fees: You must pay the fees in connection with your use of the Services. We will not process your payment until we have received the relevant fees from you. You can see all fees applicable to you here.

2. Exchange rates: If you make a payment in a currency in which your Card is not denominated, we will convert the amount applying the relevant exchange rate published by Visa (available here).
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   You provide us with consent to deduct an amount of the Supported Funds (equal to the value of the converted amount in euros (EUR)) from your Safe.

    

Communicating with you

1. How we will contact you: We or Gnosis Pay may contact you by telephone, letter, SMS or email using the details that you have provided in your personal log- in area of the App. You must keep your contact details in the personal log in area of the App up-to-date at all times.

2. Information: Where we are required to provide information to you on a durable medium, we or Gnosis Pay will either send you a notification by email or in your personal log- in area of the App pointing you to information in a way that enables you to keep that information, unchanged, and refer to it in the future, such as pdf. Please keep copies of information provided by us or Gnosis Pay to you. If you would like information to be provided in a different manner than agreed, then we may charge you a reasonable administration fee to cover our costs.

3. Language: We will communicate with you in English.

4. Your right to receive a copy of this Agreement: A copy of this Agreement is always available in a form to download on the Website. Please visit here. Alternatively, please contact us help@gnosispay.com if you need assistance in obtaining a copy.

Keeping your Card safe

1. Steps you must take to keep your Card safe
   ​You must take adequate measures and use best efforts to prevent unauthorized access/use of the Services: To help you keep your Card secure, you are required to:

   1. keep your Card, Card number, CCV, and the Security Credentials of your Signing Wallet that you need to use to access the personal log in area of the App strictly to yourself; do not share your Security Credentials to access your personal log in area of the App with any other person or otherwise allow another person to use the Services;

   2. not permit any other person to use your Card or log-in to your personal log-in area of the App;

   3. make sure all your devices you use to access the Services or the App are properly protected (set at least one form of access protection, for example a login code);

   4. keep the operating systems of your devices clean (no illegal software) and up-to-date;

   5. frequently review the list of transactions in your personal log in area of the App to monitor they are as expected as per your spending;

   6. inform yourself about common scams, such as phishing;

   7. always immediately report irregularities by contacting us at help@gnosispay.com or via the App and follow the instructions we or Gnosis Pay provide.

2. How to notify us if there is a problem
   If you lose the Security Credentials of your Signing Wallet that you need to use to access your personal log in area of the App or your Card details or if they are stolen, or you suspect that your Card has been used by someone other than you, you must tell us immediately by contacting us on our contact details available here help@gnosispay.com, so we can block your Card. If possible, you must also log into the personal log in area of the App and suspend use of your Card.
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   Please note that we may require you to provide some information in relation to your Card being lost, stolen or misused in writing. You must assist us with any related enquiries. In respect of your lost Security Credentials required to access the App, Gnosis Pay may request information in relation to your identity. Please refer to the App Terms for further details.

3. How we will contact you if there is a problem
   In the event we suspect there is an issue with your Card (for example, such as fraud or security threats) we will contact you by email.
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   For this reason, you must maintain a current email address in your secure personal log in area of the App.

Unauthorised or incorrectly executed transactions

In case of an unauthorised payment or where we have incorrectly executed a transaction, upon your request, we will, without delay, refund to you the amount of the transaction including all fees that we have charged for that particular transaction. You will not be entitled to a refund under this section:

1. where your Card is lost, stolen or misappropriated, you will be liable up to EUR 50 of any unauthorised payments if we believe you should have been aware of the loss, theft or unauthorised use. We will not hold you liable up to EUR 50 if the unauthorised payment was caused either by our acts or omissions, or those of a third party expressly carrying out activities on our behalf.
   Your liability up to EUR 50 also does not apply to any unauthorised transactions made after you have notified us that the security of your Card has been compromised.

2. if you have acted fraudulently, in which case we will not refund you in any circumstances;

3. if the payment transaction was unauthorised but you have with intent or gross negligence compromised the security of your Card or otherwise failed to comply with your obligations to use your Card on the terms of this Agreement. In such a case you shall be solely liable for all losses; or

4. if you do not let us know about the unauthorised or incorrectly completed transaction without undue delay, and in any event, no later than 13 months from the date of the payment transaction.

Refunds

1. You may claim a refund for a transaction that you authorised provided that:

   1. your authorisation did not specify the exact amount when you consented to the transaction;

   2. the amount of the transaction exceeded the amount that you could reasonably have expected it to be (taking into account your previous spending pattern using the Services, this Agreement and the circumstances of this case);

   3. you requested a refund from us by contacting us at help@gnosispay.com or via the Gnosis Pay App within 8 weeks of the date the transaction took place

2. When you request a refund under this section, we or Gnosis Pay may require you to provide us with evidence to substantiate your claim. We will refund you within 10 business days of receiving your claim for a refund or, where applicable, within 10 business days of receiving any further information we requested - or we will provide you with reasons for refusing the refund. The refund shall be equal to the amount of the relevant transaction.

Our right to make changes to the Agreement

We may, at our discretion, amend the Agreement at any time (including amendments and additions to our fees).

1. Changes that we may make immediately: In certain exceptional circumstances such as where:

   1. we have a reasonable belief that fraud is likely to or has occurred; or

   2. the amendments are made in order to comply with any regulation,

   we may make such amendments immediately and notify you following such amendments.

2. Changes we may make upon notice to you: Other than for immediate changes as set out above, if we wish to make a change to this Agreement, we will provide you with at least two (2) months’ notice in writing, via email.

If you do not agree to our proposed changes, you have a right to end the Agreement immediately free of charge. If you do not notify us of any disagreement with the proposed changes, we may assume you accept the changes to the Agreement on the date the change comes into force.

Our right to suspend access to the Services and/or close the Card

We may close your Card or otherwise suspend access to the Services immediately in the following circumstances:

1. If you have infringed the App Terms or the App Terms terminate for whatever reason;

2. if we consider, acting reasonably, that you are behaving fraudulently or otherwise criminally;

3. if you have not given us any information we have requested from you, or we have good reason to believe that information you have provided is incorrect or not true;

4. if you have broken this Agreement in a serious or persistent way and you have refrained from putting the matter right within a reasonable time of us asking you to do so;

5. if we have good reason to believe that you continuing to use your Card could damage our reputation or goodwill;

6. if we have asked you to repay money you owe us and you have not done so within a reasonable period of time;

7. if you have been declared bankrupt; or

8. if we have to do so under any law, regulation, court order or the Bank of Lithuania’s instructions.

Deactivating your Card and ending this Agreement

1. You may deactivate your Card and end this Agreement at any time. You may deactivate your Card and end this Agreement at any time. You may do this by contacting us help@gnosispay.com. You only need to inform us at the time; you do not need to give us any prior notice.

2. If, for some reason, there are crypto-assets held on your Safe, when your Card is deactivated, we advise you to withdraw those crypto-assets within a reasonable timeframe following notifying us of your intention to deactivate your Card. After a certain period of time following the deactivation of your Card, you may no longer have access to your secure personal log in area of the App. Once you cannot access your secure personal log in area of the App you will no longer be able to interact with your Safe via the App. We therefore advise you to withdraw your Supported Funds from the Safe to another Wallet you own and control or ensure you are able to interact with your Safe via an alternative interface (provided by a third party) to the App.

Liability

If we do not reasonably meet our commitments to you under the terms of this Agreement, we are only responsible for loss you suffer that is a foreseeable result of our breaking this Agreement or our failing to use reasonable care and skill. We are not responsible for any loss or damage that is not foreseeable.
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We do not exclude or limit liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation.
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The Card is a consumer product; accordingly, if you use our Services for any commercial or business purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

Law governing this Agreement and jurisdiction

The law governing this Agreement is the laws of Lithuania. The courts of Lithuania have jurisdiction to adjudicate any dispute between you and us in connection with this Agreement. 

Dispute resolution

If you are not satisfied with the Service you receive from us you should contact us help@gnosispay.com.
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In the first instance Gnosis Pay will deal with complaints in accordance with the complaints procedure set out in the App Terms. Correspondence may be monitored or recorded.
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We will provide you a full response to your complaint by email within fifteen (15) Business Days after the date we receive your complaint. In exceptional circumstances where we are unable to respond in full to your complaint, we will inform you of this giving our reasons for the delay and the timeframe within which you will receive a full reply, which in any event shall be within thirty-five (35) Business Days of the date we received your complaint. If you are not happy with our response you shall raise your complaint with UAB Monavate.
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Following a response from UAB Monavate, if you are still not satisfied with the resolution offered to you, you may apply to the Bank of Lithuania for the settlement of a dispute with us, which is an alternative dispute resolution institution between financial service providers and the Consumers in accordance with the following terms and procedures: (i) before applying to the Bank of Lithuania for dispute settlement, you must apply to us, specifying the circumstances of the dispute and your claim. You shall apply to us no later than within 3 months from the day when you became aware of possible violation of your rights; (ii) in the event where our reply does not satisfy you or you have not received our reply as outlined above, you shall have the right to apply to the Bank of Lithuania for the dispute settlement within 1 year after we have been contacted. Upon expiration of this term, you lose the right to apply to the Bank of Lithuania for the same dispute.
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You may apply to the Bank of Lithuania for a dispute with us:

1. via the electronic dispute settlement tool "E-Government Gateway";

2. by filling in the Consumer Application Form available on the website of the Bank of Lithuania and sending it to the Bank of Lithuania Supervision Service at Žalgirio str. 90, LT-09303, Vilnius, Lithuania, or by e-mail pt@lb.lt;

3. by filling in the free form application and sending it to the Bank of Lithuania Supervision Service at Žalgirio g. 90, LT-09303, Vilnius, Republic of Lithuania, or by e-mail pt@lb.lt.

More information on the dispute settlement procedure is available on the website of the Bank of Lithuania: https://www.lb.lt/en/dbc-settle-a-dispute-with-a-financial-service-provider.
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When you consider that we have violated the legislation regulating the financial market, you have the right to file a complaint with the Bank of Lithuania regarding possible violations of financial market legislation.
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Your complaint to the Bank of Lithuania can be submitted as follows:

1. in writing, by sending a complaint to the address: Totorių str. 4, LT-01121, Vilnius, Republic of Lithuania or Žalgirio str. 90, LT-09303, Vilnius, Republic of Lithuania;

2. by e-mail: info@lb.lt or pt@lb.lt;

3. by fax (8 5) 268 0038;

4. by filling in the online form at the designated section of the Bank of Lithuania website;

5. by other means specified by the Bank of Lithuania.

In case a dispute cannot be resolved through negotiations, the dispute may be solved in the courts of the Republic of Lithuania in accordance with the procedure set forth by the laws of the Republic of Lithuania.

Data protection

We need to collect information about you to provide you with the Services under this Agreement. For information on how we use your personal data, please refer to our privacy notice here.
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By entering into this Agreement, you acknowledge and agree that we may collect, process and store your personal information for the purposes of providing our Services to you. This does not affect any rights and obligations you or we have under data protection law.

Other legal terms

1. We may transfer this Agreement to someone else
   We may assign or otherwise transfer any of our rights and obligations under the Agreement, without your prior consent, to any other person or business, subject to such party continuing the obligations in the Agreement to you.

2. Third parties
   This Agreement is between you and us only. Except for any party to whom we transfer this Agreement (under section 21.a), nothing in the Agreement gives any third party any benefit or right (including any enforcement right).