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Terms and Conditions for use of IVY AI Chatbot

Terms And Conditions

For Use of Fidelity Bank Plc IVY AI Chatbot (Whatsapp)

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TERMS AND CONDITIONS

1. Introduction

These Terms and Conditions hereinafter referred to as the (“Terms”) govern the use of the FIDELITY BANK PLC IVY AI CHATBOT (WHATSAPP) hereinafter referred to as the (“Chatbot”), a digital engagement platform made available by FIDELITY BANK PLC hereinafter referred to as the (“Bank”) through WhatsApp. The chatbot serves as a digital engagement channel, and provides the customers with convenient access to selected banking services and information through WhatsApp.

By initiating a conversation with the Chatbot or continuing to use the Chatbot services, the you (“User”or “Customer”) acknowledges that they have read, understood, and agree to be bound by these Terms.

  • These Chatbot Terms;
  • The Platform’s general Terms of Use;
  • The Bank’s Privacy Policy; and
  • All applicable laws and regulations of the Federal Republic of Nigeria.

Where the User does not agree to these Terms, the User should discontinue use of the Chatbot immediately.

TERMS AND CONDITIONS

2. Definitions

3.1. The Chatbot is provided as a digital communication and support channel designed to assist customers with general banking enquiries and certain selected banking services.

 

3.2. The Chatbot may provide services including but not limited to:
• General banking information
• Frequently asked questions
• Product and service information
• Customer support requests
• Selected banking transactions where enabled
3.3. The Chatbot operates primarily through automated artificial intelligence systems, and responses may be generated without human intervention.

 

3.4. The Bank reserves the right to modify, suspend, or discontinue any Chatbot service at any time without prior notice.

TERMS AND CONDITIONS

3. Nature of the Chatbot Service

3.1. The Chatbot is provided as a digital communication and support channel designed to assist customers with general banking enquiries and certain selected banking services.
 
3.2. The Chatbot may provide services including but not limited to:
  • General banking information
  • Frequently asked questions
  • Product and service information
  • Customer support requests
  • Selected banking transactions where enabled
 
3.3. The Chatbot operates primarily through automated artificial intelligence systems, and responses may be generated without human intervention.
 
3.4. The Bank reserves the right to modify, suspend, or discontinue any Chatbot service at any time without prior notice.

TERMS AND CONDITIONS

4. Eligibility and Conditions of Use

To use the Chatbot, you must:

• Be legally capable of entering into a binding agreement under Nigerian law;
• Have access to a compatible device;
• Provide clear, accurate, and truthful responses during interactions; and
• Meet applicable CBN KYC requirements for the relevant account tier.
5.1. By initiating communication with the Chatbot, the User expressly consents to interact with an automated artificial intelligence system.
 
5.2. The User acknowledges that:
• Some responses may be generated automatically
• The Chatbot may collect and process information shared during the interaction
• Conversations may be stored for service improvement, regulatory compliance, and security monitoring
 
5.3. The User further consents to the processing of personal data in accordance with applicable Nigerian data protection laws.

TERMS AND CONDITIONS

6. Acceptable Use

Users agree to use the Chatbot only for lawful purposes and in accordance with these Terms.

A. The User shall not:
 
a. Use the Chatbot for fraudulent or unlawful purposes.
b. Attempt to manipulate, reverse engineer, or disrupt the Chatbot
c. Share offensive, abusive, or illegal content through the Chatbot.
d. Attempt to gain unauthorized access to Bank systems
e. Upload malicious software, scripts, or harmful content
 
B. The Bank reserves the right to restrict or terminate access to the Chatbot where misuse is detected.

TERMS AND CONDITIONS

7. Accuracy of Information and User Responsibility

A. The User acknowledges that:
 
• The Chatbot relies on Userprovided responses;
• Misstatements, unclear responses, or interruptions may affect data accuracy; and
• The User remains fully responsible for the accuracy and completeness of all information provided through text or other channels.
 
B. The Bank shall not be liable for errors arising from incorrect, incomplete, or misleading text or chat inputs.

TERMS AND CONDITIONS

8. KYC, AML/CFT, and Account Activation

A. Account opening via the Chatbot remains subject to:
 
• CBNapproved KYC tiers (Tier 1, Tier 2, and Tier 3);
• AML/CFT screening, monitoring, and reporting obligations; and
• Internal risk and compliance checks.
 
B. Generation of an account number through the Chatbot does not constitute full account activation. The Bank may apply restrictions, transaction limits, or hold pending completion of all verification requirements.

TERMS AND CONDITIONS

9. Service Limitations

9.1. The Chatbot is designed to provide informational and limited service support only.
 
9.2. The Chatbot:
• Does not replace official banking channels
• Does not constitute financial, legal, or investment advice
• May provide responses that are incomplete, outdated, or inaccurate.
 
9.3. Customers are advised to verify sensitive financial information through official Bank channels.
 
9.4. Certain banking services may require additional authentication, verification, or human intervention before completion.

TERMS AND CONDITIONS

10. Third-Party Platform Disclaimer

10.1. The Chatbot operates on messaging platforms owned and managed by third parties including WhatsApp.
 
10.2. The Bank does not control the availability, reliability, or security of these third-party platforms.
 
10.3. The Bank shall not be liable for:
• Service outages of the messaging platform
• Message delivery failures
• Delays in communication
• Security breaches arising from the third-party platform
 
10.4. Use of the Chatbot is therefore subject to the terms and policies of the relevant messaging platform provider.

TERMS AND CONDITIONS

Data Protection and NDPR Compliance

Personal data, biometric data, messages and texts collected through the Chatbot shall be processed in accordance with the NDPR and the Bank’s Privacy Policy.

A. Data Processing Purposes

Data may be processed for:

• Account opening and management;
• Identity verification and fraud prevention;
• Regulatory compliance, audit, and reporting;
• Service improvement and quality monitoring.
 
B. Data Retention

Chats and related data shall be retained for such periods as required by law, regulation, or legitimate business purposes.

TERMS AND CONDITIONS

Third-Party Technology Providers

The Bank may engage thirdparty technology providers to support the Chatbot. Such providers shall be subject to contractual confidentiality and data protection obligations. The Bank shall not be liable for service disruptions attributable to thirdparty systems beyond its reasonable control.

TERMS AND CONDITIONS

Securtiy and System Limitations

While reasonable security measures are implemented, the User acknowledges that:

• The Chatbot may be affected by network quality, device limitations, or environmental factors; and
• The Bank shall not be responsible for losses arising from compromised devices, unauthorized access, or external cyber incidents beyond its control.

TERMS AND CONDITIONS

Suspension, Restriction, and Termination

The Bank may suspend, restrict, or discontinue access to the Chatbot where:

• Fraud, impersonation, or suspicious activity is suspected;
• Regulatory or lawenforcement directives require such action;
• System abuse or misuse is detected; or
• The User breaches these Chatbot Terms or the Platform’s general Terms of Use.

TERMS AND CONDITIONS

Indemnity

The User agrees to indemnify and hold the Bank harmless against all losses, claims, liabilities, penalties, or expenses arising from:

• False, misleading, or inaccurate information provided via the Chatbot;
• Unauthorized or unlawful use of the Feature; or
• Breach of these Chatbot Terms.

TERMS AND CONDITIONS

Limitation of Liability

To the fullest extent permitted by Nigerian law, the Bank shall not be liable for:

• Errors or delays arising from Chatbot or messaging limitations;
• Inability to complete account opening due to verification or regulatory requirements;
• Service interruptions, system upgrades, or force majeure events.

TERMS AND CONDITIONS

Intellectual Property

All intellectual property rights relating to the Chatbot, including algorithms, software, chat/messaging models, and content, belong to and are licensed to the Bank. No rights are transferred to the User beyond permitted use.

TERMS AND CONDITIONS

Amendments

The Bank may amend these Chatbot Terms at any time to reflect changes in technology, law, regulation, or risk considerations. Continued use of the Chatbot constitutes acceptance of the revised Terms.

TERMS AND CONDITIONS

Governing Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of the Federal Republic of Nigeria. Any dispute, controversy, or claim arising out of or in connection with these Terms shall, in the first instance, be submitted to mediation or arbitration in Lagos, Nigeria, in accordance with the provisions of the Arbitration and Mediation Act 2023. The arbitral award shall be final and binding on the parties. Notwithstanding the foregoing, the Platform reserves the sole and absolute discretion to elect to pursue any dispute through litigation in a court of competent jurisdiction in Nigeria, in which case the parties shall submit to the exclusive jurisdiction of such courts.

TERMS AND CONDITIONS

Contact, Complaints, and Support

For enquiries, complaints, or further information regarding the Chatbot, Users may contact the Bank through its official customer service or support channels.

Email: [email protected]

Telephone: 0700 3433 5489, +234 1 448 5252

Address: Fidelity Place, 2 Kofo Abayomi Street, Victoria Island, Lagos, Nigeria

TERMS AND CONDITIONS

User Acknowledgment

By tapping “I Agree” or continuing to use the app, you confirm that you have read, understood, and accepted these Terms and our Privacy Policy in its entirety.

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