CebX TERMS AND CONDITIONS v2

1. INTRODUCTION

Welcome to CebX ("CebX"), a digital financial services platform provided by Cebuana Lhuillier Services Corporation ("CLSC"), an Electronic Money Issuer (EMI) duly licensed and regulated by the Bangko Sentral ng Pilipinas (BSP), in collaboration with P.J. Lhuillier, Inc. ("PJLI") and its authorized partners.

CebX enables Users to access and utilize a range of financial and non-financial services, including electronic money transactions, remittances, bill payments, and other related services made available through the platform.

By accessing, downloading, registering for, or using CebX, you acknowledge that you have read, understood, and agreed to be bound by these Terms and Conditions ("Terms"), including any policies, guidelines, or amendments that may be issued from time to time. If you do not agree with any part of these Terms, you must immediately discontinue your access to and use of CebX.

CLSC reserves the right to modify, update, or revise these Terms from time to time to reflect changes in applicable laws and regulations, business operations, system enhancements, or service offerings. Any such amendments shall be communicated through the CebX platform, website, or other official channels at least sixty (60) calendar days prior to their effectivity date, unless a shorter period is required or allowed by applicable laws, regulations, or directives of competent authorities. Each updated version shall indicate its effective date and version number.

2. DEFINITION OF TERMS

For purposes of these Terms, the following terms shall be defined as follows:

• "CebX" – refers to the CebX mobile application/platform that enables Users to access, manage, and perform electronic money transactions and other financial and non-financial services made available by CLSC and its partners.

• "User" – refers to any individual who has successfully registered and maintains an active account in CebX, and who is authorized to access and use the Services in accordance with these Terms.

• "e-Money" – refers to electronically stored monetary value issued by CLSC, representing a claim on the issuer, which is stored in an electronic account and accepted as a means of payment by persons or entities other than CLSC, in accordance with applicable BSP regulations.

• "Services" – refers to all financial and non-financial products, features, and functionalities made available through CebX, including but not limited to e-wallet services, remittances, bills payment, e-load purchase, pawn-related services, and other services that may be introduced from time to time.

• "KYC" (Know Your Customer) – refers to the process of verifying the identity of a User in accordance with applicable laws, rules, and regulations, including anti-money laundering (AML) requirements and BSP-prescribed customer due diligence standards.

• "Agents / Merchants" – refer to duly authorized third-party entities accredited by CLSC, PJLI, or their partners, that facilitate the provision of Services through CebX, including but not limited to cash-in channels, billers, remittance partners, and service providers offering goods or services accessible through the platform.

3. APPLICABILITY OF TERMS

These Terms govern your access to and use of the CebX mobile application, including all accounts, features, functionalities, and services made available through the platform. These Terms shall apply to:

• all transactions performed through CebX, whether financial or non-financial;
• all services currently available or that may be introduced in the future;
• all interactions with authorized agents, merchants, and third-party service providers integrated within CebX; and
• all data, information, and instructions submitted or transmitted by you through the platform.

By using CebX, you agree that these Terms shall likewise govern your use of any related services provided by CLSC, PJLI, and their authorized partners, insofar as such services are accessed through the platform.

These Terms shall be read in conjunction with other applicable policies, including but not limited to CLSC's Privacy Policy, relevant product-specific terms, and applicable laws and regulations. In case of conflict, mandatory provisions of applicable laws and regulations shall prevail.

CebX is a self-service digital platform and Users are responsible for all actions performed through their accounts.

CLSC may, from time to time, upgrade, replace, or migrate the CebX platform as part of system enhancements, regulatory compliance, or service improvements. In such cases, Users may be required to update the application, re-authenticate, complete additional verification, or accept updated terms in order to continue accessing the Services.

Existing User accounts, records, transaction history, and e-Money balances may be transitioned to the updated platform, subject to applicable laws and regulations. CLSC shall provide reasonable notice of such migration through official communication channels. Continued use of CebX after such migration constitutes acceptance of the updated platform and these Terms.

4. DESCRIPTION OF SERVICES

4.1 Available Services

Subject to successful registration, KYC verification, and compliance with these Terms, Users may access and utilize the following functionalities through CebX:

• eWallet Balance Viewing – allows Users to view the available balance of their e-Money account in real time and transaction history.
• eWallet Statement of Account (SOA) – enables Users to view and review their transaction history. The SOA may be obtained upon request and will be issued by the Support team.
• Bills Payment – allows Users to settle utility bills and other obligations through accredited partners, subject to the availability of billers and applicable service fees.
• E-Load Purchase – enables Users to purchase prepaid mobile load for supported networks through partner providers.
• Domestic Remittance (Send and Receive) – allows Users to send money to/receive money from beneficiaries/senders within the Philippines through Cebuana Lhuillier's remittance network and partner channels.
• International Remittance (Payout) – enables Users to receive funds from abroad through accredited remittance partners, subject to applicable rules and processing times.
• eWallet-to-eWallet Transfers – allows Users to transfer funds from their CebX eWallet to another registered CebX User in real time, subject to applicable limits and fees.
• Cash-In and Cash-Out via Cebuana Lhuillier Pawnshop Branches – enables Users to load funds into their eWallet by visiting authorized Cebuana Lhuillier Pawnshop branches.
• Cash-In and Cash-Out via InstaPay – allows Users to fund their eWallet through InstaPay-enabled transfers from participating banks and financial institutions.
• Pawn Renewal Services – allows Users to renew eligible pawned items through the platform, subject to applicable terms, fees, and validation requirements.
• Banner Advertisements and Promotional Content – allows Users to view promotional materials, offers, and announcements related to CLSC, PJLI, and their partners within the application.
• Customer Support – provides Users with access to customer assistance through official support channels for inquiries, complaints, and service-related concerns.

All Services are subject to system availability, transaction limits, applicable fees, partner availability, and compliance with relevant laws and regulations. CLSC reserves the right to enhance, modify, suspend, or discontinue any Service at any time, subject to prior notice where required.

4.2 Discontinued Features

The following services and functionalities are no longer accessible through the CebX mobile application:

• Pawn appraisal and calculator
• Pawn ticket viewing and search (including expired pawn tickets)
• Chat-based customer support

These features have been discontinued as part of system enhancements, platform redesign, and service optimization initiatives.

Users acknowledge and agree that:

• The removal of these features does not affect the validity of prior transactions completed using such functionalities;
• Certain services, particularly those related to pawning, may continue to be available through Cebuana Lhuillier Pawnshop branches or other authorized channels, subject to existing terms, conditions, and operational procedures;
• Users who require assistance or intend to complete transactions related to the foregoing discontinued features must contact Cebuana CARES; and
• CLSC reserves the right to reintroduce, modify, or permanently discontinue any feature or service at its discretion, subject to applicable laws and regulatory requirements.

CLSC shall not be held liable for any inconvenience arising from the discontinuation of such features, provided that reasonable notice has been given where required and alternative channels, where applicable, remain available.

5. E-MONEY TERMS

The e-Money issued and used within CebX is subject to the following terms and conditions:

• Nature of e-Money – e-Money is a reloadable, electronically stored monetary value issued by Cebuana Lhuillier Services Corporation (CLSC). It represents a claim against CLSC and may be used to perform transactions within the CebX platform and with authorized partners.
• Non-Interest Bearing – e-Money does not earn interest, rewards, or similar incentives convertible to cash, and shall not be treated as an investment product.
• Not a Deposit – e-Money is not a bank deposit account and shall not be construed as such. As a result, it is not covered by deposit insurance and does not earn any banking privileges associated with deposit products.
• No PDIC Insurance – e-Money balances are not insured by the Philippine Deposit Insurance Corporation (PDIC). Users acknowledge and accept the risks associated with holding funds in an e-Money account, subject to existing regulatory safeguards.
• Transaction and Balance Limits – e-Money accounts are subject to transaction limits, balance caps, and usage thresholds as prescribed by the Bangko Sentral ng Pilipinas (BSP) and CLSC policies, including but not limited to a maximum monthly load limit of One Hundred Thousand Pesos (₱100,000.00), unless a higher limit is authorized by the BSP.
• Redemption at Face Value – e-Money is redeemable at its full face value, subject to applicable fees, service availability, and regulatory requirements. Redemption may be facilitated through authorized channels such as Cebuana Lhuillier branches or other accredited partners.
• Regulatory Compliance – All e-Money transactions are subject to applicable laws, rules, and regulations, including those issued by the BSP, Anti-Money Laundering Council (AMLC), and other relevant authorities.

6. ACCOUNT REGISTRATION AND KYC

To access and fully utilize the Services of CebX, Users are required to complete the account registration process and undergo Know Your Customer (KYC) verification in accordance with applicable laws, rules, and regulations.

• Account Registration – Users must provide accurate, complete, and up-to-date personal information during registration. CLSC reserves the right to request additional information or documentation at any time to validate the identity of the User.
• KYC and Customer Due Diligence – Access to certain Services is subject to successful completion of KYC procedures, including identity verification and customer due diligence, as required under applicable regulations, including those issued by the Bangko Sentral ng Pilipinas (BSP) and the Anti-Money Laundering Council (AMLC).
• Account Approval and Restrictions – CLSC reserves the right, at its sole discretion and in accordance with applicable laws and regulations, to approve or deny any registration, as well as to impose limits, suspend, restrict, or terminate access to any account, particularly in cases involving incomplete information, suspicious activity, or non-compliance with regulatory requirements.
• Ongoing Monitoring and Updates – Users may be required to update their information or undergo re-verification from time to time to ensure continued compliance with regulatory requirements and internal policies.
• 24k Rewards – As part of the onboarding process, a 24k Rewards account may be automatically created and linked to the User's CebX account. This integration enables access to loyalty-related features and services within the Cebuana Lhuillier ecosystem.
• User Responsibility – Users are responsible for ensuring that all information submitted is true, accurate, and current. Failure to provide or update required information may result in limited access, suspension, or termination of the account.

7. FEES AND CHARGES

Users agree to pay all applicable fees and charges associated with the use of CebX and its Services, which may include, but are not limited to:

• remittance fees
• processing fees
• bills payment service fees
• e-load charges
• cash-in fees (where applicable)
• other service or convenience fees imposed by CLSC or its authorized partners

Disclosure of Fees – All applicable fees and charges shall be clearly disclosed prior to the completion of a transaction, allowing the User to review and confirm before proceeding.

Mode of Charging – Fees may be:

• automatically deducted from the User's e-Money balance; or
• charged upfront and paid separately prior to the completion of the transaction

Taxes – All fees and charges are inclusive of applicable taxes, unless otherwise stated.

Third-Party Fees – Certain Services are facilitated by third-party providers. Any applicable fees imposed by such providers shall likewise be disclosed to the User and may be collected on behalf of the partner.

Changes to Fees – CLSC reserves the right to introduce, modify, or update fees and charges, subject to prior notice in accordance with applicable laws and regulations.

Sufficient Balance Requirement – Transactions shall only be processed if the User has sufficient e-Money balance to cover both the transaction amount and applicable fees.

Click here for more details about fees and charges

8. TRANSACTION FINALITY

All transactions initiated and confirmed by the User through CebX shall, upon successful processing, be considered final, binding, and generally irrevocable, subject to applicable laws and the exceptions set out below.

Prior to transaction confirmation, CebX may present Just-in-Time Disclosures, including applicable fees, processing conditions, transaction reminders, material risks, and notices that certain transactions may be final or subject to further verification. By proceeding with the transaction, the User is deemed to have reviewed, understood, and accepted such disclosures.

• User Confirmation – A transaction shall be deemed confirmed once the User has reviewed the transaction details and provided the required authorization (e.g., PIN, 2-factor authentication, or other authentication method). By confirming the transaction, the User agrees that all details entered are accurate and complete.
• No Cancellation or Reversal – As a general rule, transactions cannot be cancelled, modified, or reversed once confirmed, particularly for completed transfers, remittances, bills payments, and similar services, except under the following circumstances:
  • system error or technical malfunction attributable to CebX or its partners;
  • unauthorized transactions, subject to proper reporting, investigation, and validation; or
  • other exceptional cases as may be determined by CLSC in accordance with applicable laws and regulations
• User Responsibility – The User bears full responsibility for ensuring the correctness of all transaction details (e.g., recipient information, amount, reference details) prior to confirmation. Transactions resulting from User error shall be treated as valid and processed accordingly.
• Third-Party Dependencies – Transactions involving third-party providers (e.g., billers, remittance partners) are subject to their respective processing rules. Once successfully processed by such providers, transactions may no longer be reversed without their consent or appropriate legal authority.
• Investigation and Resolution – Any request for reversal or refund shall be subject to verification procedures, submission of supporting documents, and applicable investigation timelines. Approval of such requests shall be at the discretion of CLSC, in accordance with internal policies and regulatory requirements.

9. USER RESPONSIBILITIES

By accessing and using CebX, Users agree to comply with the following responsibilities:

• Accurate Information – Users shall provide true, accurate, complete, and up-to-date information during registration and throughout their use of the platform. Users must promptly update any changes to their personal or account information.
• Account Security – Users are responsible for maintaining the confidentiality and security of their account credentials, including their User ID, PIN, password, one-time passwords (2-factor authentications), and any other authentication factors. Users shall not share such information with any third party.
• Device and SIM Security – Users are solely responsible for securing their mobile device, SIM card, and access to the CebX application. Any transaction performed using the registered device and credentials shall be presumed authorized, unless proven otherwise.
• Reporting of Unauthorized Transactions – Users must immediately notify CLSC through official channels upon discovery of any unauthorized, suspicious, or erroneous transaction. Failure to promptly report may affect the User's eligibility for recovery or dispute resolution.
• Proper Use of the Platform – Users shall use CebX only for lawful purposes and in accordance with applicable laws, rules, and regulations, including those related to anti-money laundering, fraud prevention, and financial consumer protection.
• Prohibited Activities – Users shall not:
  • use CebX for fraudulent, illegal, or unauthorized activities;
  • attempt to gain unauthorized access to the system or other user accounts;
  • use automated tools (e.g., bots, scripts) to access or interact with the platform; or
  • engage in any activity that may disrupt or compromise the security or integrity of CebX
• Compliance with Terms – Users agree to comply with these Terms and all applicable policies, procedures, and service-specific conditions that may be issued by CLSC from time to time.
• Cooperation in Dispute Verification – Users agree to cooperate in any investigation, temporary holding of funds, fraud review, or coordinated verification process by timely providing information or documents reasonably required by CLSC or relevant financial institutions, subject to applicable law.

Users acknowledge and agree that they are responsible for all transactions made using their account, except where it is clearly established through investigation that such transactions were not due to the User's fault, negligence, or failure to comply with these Terms.

10. SYSTEM AVAILABILITY

CebX and all Services are provided on an "as is" and "as available" basis, without warranties of any kind, whether express or implied.

• No Guarantee of Uninterrupted Service – CLSC does not guarantee that access to CebX will be continuous, uninterrupted, secure, or error-free at all times. Users acknowledge that temporary service interruptions may occur.
• Maintenance and System Enhancements – Access to CebX may be temporarily suspended or limited due to scheduled maintenance, system upgrades, or the introduction of new features. Where reasonably practicable, prior notice shall be provided.
• System Issues and Technical Limitations – Service disruptions may occur due to technical issues, including but not limited to system failures, network downtime, telecommunications issues, or failures of third-party service providers.
• Force Majeure Events – CLSC shall not be liable for any delay or failure in performance caused by events beyond its reasonable control, including but not limited to natural disasters, power outages, acts of government, cyber incidents, or other force majeure events.
• Third-Party Dependencies – Certain functionalities rely on external partners and service providers. CLSC does not guarantee the availability, accuracy, or timeliness of services provided by such third parties.
• User Responsibility – Users are encouraged to ensure stable internet connectivity and proper device functionality when accessing CebX. CLSC shall not be liable for issues arising from the User's device, network, or environment.
• Restoration of Service – CLSC shall exert reasonable efforts to restore service availability as soon as practicable following any disruption.

11. THIRD-PARTY SERVICES

• Certain Services available through CebX are facilitated, processed, or supported by third-party providers, including but not limited to eWallet, Money Transfers such as Send Money (Instapay Outbound), Receive Money (Instapay Inbound), Bills Pay (Bills Payment, Top Up, eLoad), Cash In and Cash Out (OTC), Pawn Renewal, 24k Loyalty Program, Marketing Banners Ads, International Remittance, Insurance, Loans, Games, Branch Locator, Mobility (Ride Hailing) and other accredited service partners.
• Role of Third Parties – These third-party providers operate independently and are responsible for the delivery, processing, and performance of the specific services they offer through CebX.
• User Acknowledgment – By using such Services, Users acknowledge and agree that the processing of transactions may be subject to the terms, conditions, rules, and procedures of the relevant third-party provider, including their fees, processing times, and system availability. CLSC reserves the right to outsource certain components of its services to third-party providers to enhance efficiency, security, or functionality. In such cases, it remains responsible for the oversight of these providers.
• No Control Over Third Parties – While CLSC exercises due diligence in accrediting and working with its partners, CLSC does not have full control over the systems, operations, or performance of third-party providers. Notwithstanding the foregoing, CLSC shall ensure that such third parties are contractually bound to implement appropriate security and data protection measures in accordance with applicable laws and regulations.
• Limitation of Liability – To the extent permitted by law, CLSC shall not be liable for any delay, failure, error, non-processing, or service interruption attributable to third-party providers, including but not limited to failed bill payments, delayed remittances, or unavailable services, provided that CLSC has exercised reasonable diligence in the selection and oversight of such third-party providers.
• Accuracy of Information – Users are responsible for ensuring the accuracy of all transaction details, especially when transacting with third-party services. CLSC shall not be responsible for errors arising from incorrect information provided by the User.
• Service Availability – Availability of third-party services may change without prior notice depending on partner arrangements, system conditions, or regulatory requirements.
• Dispute Handling – Concerns involving third-party services shall be subject to coordination with the relevant provider, and resolution timelines may depend on such third party's processes, without prejudice to CLSC's obligation to assist Users in facilitating resolution.

12. ERRONEOUS TRANSACTIONS

CLSC reserves the right to identify, investigate, and correct any erroneous transaction in a User's account, including but not limited to incorrect crediting, duplicate transactions, system errors, or processing anomalies.

• Right to Rectify – In the event of an erroneous credit or transaction, CLSC is authorized to reverse, debit, or adjust the affected amount from the User's e-Money account, without prior notice where immediate action is necessary to prevent further loss, fraud, or system abuse.
• User Consent – By using CebX, the User expressly authorizes CLSC to make such corrections, adjustments, or debits as may be required to rectify any error, even without prior consent at the time of correction.
• Temporary Restrictions – CLSC may, where necessary, place a hold, suspend, or restrict access to the User's account or specific funds while an investigation is ongoing.
• Notification – CLSC shall, where practicable, notify the User of the correction or adjustment made to their account, including the reason for such action.
• User Cooperation – Users agree to cooperate with CLSC in the investigation and resolution of erroneous transactions, including providing relevant information or documentation when requested.
• No Unjust Enrichment – Users shall not be entitled to retain any funds arising from erroneous transactions. Any attempt to withdraw, transfer, or use erroneously credited funds may be subject to appropriate action, including account restriction and possible legal or regulatory reporting.
• Recovery of Funds – In cases where erroneously credited funds have already been withdrawn or transferred, CLSC reserves the right to recover such amounts through legal means or other remedies available under applicable laws and regulations.

13. FRAUD AND ACCOUNT SUSPENSION

CLSC shall have the right to block, or decline any transaction, and/or temporarily or permanently suspend, restrict, or deactivate any CebX account, without prior notice, in the event that CLSC has reasonable grounds to believe that:

• the transaction or account is fraudulent, suspicious, unauthorized, or related to a financial scam;
• the transaction or account is being used for illegal, unlawful, or fraudulent activities; or
• the account has been compromised or is being used by a person other than the registered User.

CLSC may, but shall not be obligated to, inform the User prior to such suspension, blocking, or restriction, where immediate action is necessary to prevent fraud, financial loss, or security risks.

CLSC may also coordinate with regulators, law enforcement agencies, and other financial institutions, and may require the User to provide information. The User acknowledges that CLSC shall not be liable for any delay, restriction, or unavailability of services arising from such actions to the extent permitted by law.

The User acknowledges and agrees that CLSC is authorized to take such actions as part of its fraud prevention, risk management, and regulatory compliance obligations, and the User shall hold CLSC, PJLI, and their partners free and harmless from any loss, damage, or inconvenience arising from such suspension, blocking, or restriction, to the extent permitted by law.

Any suspended account or transaction shall be subject to verification and investigation, and reinstatement shall be at the sole discretion of CLSC, in accordance with applicable laws and regulations.

14. DISPUTES, COMPLAINTS AND CONSUMER REDRESS

CLSC is committed to providing accessible, timely, and fair resolution of customer concerns in accordance with applicable regulations and financial consumer protection standards.

• Reporting of Disputes – Users must report any dispute, unauthorized transaction, or complaint within fifteen (15) calendar days from the date of the transaction. Reports made beyond this period may still be accepted, subject to evaluation, but may affect the resolution process.
• Channels for Filing Complaints – Users may lodge complaints or inquiries through the official Cebuana CARES channels, including but not limited to:
  • Official email support: [email protected]
  • Hotline and SMS channels:
    • Phone: (632) 8779-9800 (PLDT), (632) 7759-9800 (Globelines)
    • SMS: GLOBE 0917-8122737, SMART 0918-8122737, VIBER 0917-8122737 (Text only. No voice calls.)
  • Other official communication platforms as may be designated by CLSC
• Required Information – Users may be required to provide sufficient details and supporting documents (e.g., transaction reference number, screenshots, valid identification) to facilitate investigation and resolution.
• Investigation Period – Upon receipt of a complete complaint and supporting documents, CLSC shall conduct an investigation within twenty (20) to sixty (60) business days, depending on the nature and complexity of the case, including coordination with third-party service providers where applicable.
• Resolution and Notification – Users shall be informed of the status and outcome of the investigation through official communication channels. Approved claims shall be resolved through appropriate remedies, including adjustment, reversal, or crediting of funds, as applicable.
• Limitations – Resolution of disputes involving third-party providers may be subject to their respective processes and timelines, which may affect overall resolution time.
• Escalation – If the User is not satisfied with the resolution, they may escalate the complaint to the Bangko Sentral ng Pilipinas (BSP) through its official consumer assistance channels:
  • BSP webchat – visit BSP's official website at https://www.bsp.gov.ph/ and click the webchat feature
  • Talk-to-BSP SMS – send the details of your concern to 21582277 (data and SMS fees apply)
  • BSP Facebook – https://www.facebook.com/BangkoSentralngPilipinas
  • Email – email duly accomplished Complaints, Inquiries, Requests (CIR) Form to [email protected]. You may download the CIR form at https://www.bsp.gov.ph/Inclusive%20Finance/CIRForm.docx
  • Call – direct line: (632) 5306-2584, (632) 8708-7087; trunk line: (632) 8708-7701 loc. 2584
  • Fax – (632) 8708-7088
  • Mail – Consumer Protection and Market Conduct Office, Strategic Communication and Advocacy, 10th Floor Multi-Storey Building, BSP Complex, A. Mabini Street, Malate, 1004 Manila, Metro Manila, Philippines
  • Walk-In – Consumer Assistance Desk, Ground Floor Multi-Storey Building, BSP Complex, A. Mabini Street, Malate, 1004 Manila, Metro Manila, Philippines

15. FINANCIAL CONSUMER PROTECTION (FCP)

In accordance with applicable laws, rules, and regulations, including BSP Circular No. 1160 (Financial Consumer Protection Framework), CLSC is committed to upholding the rights and welfare of its Users by adhering to the following principles:

• Fair Treatment – CLSC shall treat all Users fairly, honestly, and in good faith at all stages of the customer relationship. Discrimination on the basis of age, gender, religion, ethnicity, financial capacity, or other similar factors shall not be tolerated, except where differentiation is necessary for legitimate risk-based assessment in compliance with regulatory requirements.
• Transparency and Disclosure – CLSC shall provide clear, accurate, and timely information regarding its products and services, including features, benefits, risks, fees, and charges. Disclosures shall be made in a manner that enables Users to make informed financial decisions prior to availing of any service.
• Protection of Consumer Assets – CLSC shall implement appropriate security controls, fraud prevention mechanisms, and internal safeguards to protect User funds and accounts against unauthorized access, misuse, or loss, in accordance with regulatory standards and industry best practices.
• Data Privacy and Protection – CLSC shall process and protect personal data in accordance with the Data Privacy Act of 2012 and its implementing rules and regulations, ensuring adherence to the principles of transparency, legitimate purpose, and proportionality.
• Complaint Handling and Redress Mechanism – CLSC shall maintain accessible, responsive, and effective channels for receiving, handling, and resolving customer complaints. Users shall be informed of the status of their concerns and provided with appropriate remedies within reasonable timeframes.
• Consumer Awareness and Education – CLSC shall promote financial literacy and responsible usage of its products and services by providing relevant information, advisories, and guidance through its platforms and official communication channels.

Users who are not satisfied with the resolution of their concerns may escalate the matter to the Bangko Sentral ng Pilipinas (BSP) through its official consumer assistance mechanisms, without prejudice to other legal remedies available under applicable laws.

16. DATA PRIVACY

CLSC is committed to protecting the privacy and security of User information in accordance with the Data Privacy Act of 2012 (Republic Act No. 10173) and its implementing rules and regulations.

• Collection and Processing of Data – CLSC collects and processes personal information necessary for legitimate purposes, including but not limited to:
  • account registration and identity verification (KYC);
  • transaction processing and account management;
  • compliance with legal and regulatory requirements (e.g., BSP, AMLC);
  • fraud prevention, risk management, and security monitoring; and
  • service improvement, customer support, and, where permitted, marketing and product offers
• Lawful Basis and Principles – All personal data shall be processed in accordance with the principles of transparency, legitimate purpose, and proportionality, ensuring that only relevant and necessary information is collected and used.
• Data Sharing and Disclosure – User information may be shared with authorized affiliates, partners, agents, and service providers, as well as regulatory authorities, only to the extent necessary to deliver Services, comply with legal obligations, or protect the rights and interests of CLSC and its Users.
• Data Protection and Security – CLSC implements appropriate organizational, physical, and technical security measures to protect personal data against unauthorized access, disclosure, alteration, or destruction.
• User Rights – Users have the right to:
  • be informed about how their personal data is collected, used, and processed;
  • access their personal data and request the correction of any inaccurate or incomplete information;
  • object to the processing of their personal data or withdraw consent, subject to applicable legal and contractual limitations;
  • request the erasure, blocking, or destruction of their personal data, where applicable;
  • obtain a copy of their personal data in a structured and commonly used format, where feasible;
  • lodge a complaint with the appropriate regulatory authority and seek redress for any violation of their data privacy rights; and
  • be indemnified for damages sustained due to inaccurate, incomplete, outdated, false, unlawfully obtained, or unauthorized use of personal data.
• Data Retention – Personal data shall be retained only for as long as necessary to fulfill the purposes for which it was collected, or as required by applicable laws and regulations.
• Privacy Policy – For more detailed information on how personal data is processed, Users are encouraged to review CebX's Privacy Policy.

17. LIMITATION OF LIABILITY

To the fullest extent permitted by applicable laws and regulations, CLSC, including its directors, officers, employees, affiliates, and authorized partners, shall not be liable for any indirect, incidental, consequential, special, or punitive damages arising out of or in connection with the use of, or inability to use, CebX or any of its Services. Such damages may include, but are not limited to:

• loss of profits, revenue, or business opportunities;
• loss, corruption, or unauthorized access to data;
• service interruptions, delays, or system unavailability;
• errors, omissions, or inaccuracies in transaction processing; and
• damages arising from reliance on information or services provided through CebX

• Third-Party and External Factors – CLSC shall not be liable for any loss or damage caused by third-party service providers, telecommunications failures, internet disruptions, or other external factors beyond its reasonable control.
• User Negligence or Fault – CLSC shall not be liable for losses arising from the User's negligence, failure to safeguard account credentials, or misuse of the platform, including transactions performed using the User's registered account.
• Force Majeure – CLSC shall not be liable for any failure or delay in performance due to events beyond its control, including but not limited to natural disasters, power outages, acts of government, or cyber incidents.
• Maximum Liability – In all cases, to the extent permitted by law, the total liability of CLSC for any claim arising out of or in connection with CebX shall not exceed the actual amount of loss directly attributable to CLSC's proven fault, and in no case shall include indirect or consequential damages.
• Non-Excludable Rights – Nothing in these Terms shall limit or exclude any rights or remedies that cannot be waived or limited under applicable laws and regulations.

18. INDEMNITY

The User agrees to indemnify, defend, and hold free and harmless Cebuana Lhuillier Services Corporation (CLSC), P.J. Lhuillier, Inc. (PJLI), and their respective directors, officers, employees, affiliates, agents, and authorized partners from and against any and all claims, demands, actions, damages, losses, liabilities, costs, and expenses (including reasonable attorney's fees) arising out of or in connection with:

• Breach of Terms – any violation or breach by the User of these Terms and Conditions, or any applicable policies, rules, or regulations governing the use of CebX;
• Misuse of the Platform – any improper, unauthorized, fraudulent, or unlawful use of CebX or its Services, including use for activities that violate applicable laws, regulations, or third-party rights;
• Unauthorized Use of Account – any use of the User's account, whether authorized or unauthorized, resulting from the User's failure to safeguard account credentials, mobile device, or security features;
• Violation of Laws or Rights – any act or omission by the User that results in a violation of applicable laws, rules, or regulations, or infringement of the rights of any third party;
• Provision of Inaccurate Information – any loss or damage arising from the submission of false, inaccurate, outdated, or incomplete information by the User.

The User further agrees to cooperate fully with CLSC in the defense or settlement of any such claims. This indemnity shall survive the termination or suspension of the User's account and/or use of CebX.

19. AMENDMENTS

CLSC reserves the right to modify, update, or revise these Terms and Conditions from time to time to reflect changes in applicable laws and regulations, business operations, system enhancements, or service offerings.

• Prior Notice Requirement – Any amendment to these Terms shall be communicated to Users at least sixty (60) calendar days prior to its effectivity date through the CebX platform, official website, or other official communication channels.
• Form of Notification – Notification may be made through in-app notices, email, SMS, or other appropriate means to ensure that Users are adequately informed of the changes.
• Exceptions – In cases where immediate amendments are required by law, regulation, or directives of regulatory authorities, CLSC reserves the right to implement such changes within a shorter notice period, as may be required or permitted.
• User Responsibility – Users are encouraged to regularly review these Terms to stay informed of any updates or changes.
• Acceptance of Amendments – Continued access to or use of CebX after the effectivity of the amended Terms shall constitute the User's acceptance and agreement to be bound by the revised Terms.
• Right to Discontinue Use – If the User does not agree with the amendments, the User must discontinue use of CebX prior to the effectivity date of the revised Terms.

20. EFFECTIVITY

These Terms and Conditions shall take effect sixty (60) calendar days after notification to Users through the CebX platform, official website, or other official communication channels.

These Terms shall be binding on all Users, including existing Users who continue to access or use CebX after the effectivity date. Continued use of the platform constitutes acceptance of these Terms, which supersede all prior versions applicable to CebX.

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CebX Privacy Notice

Effective Date: June 30, 2026

1. Introduction

This Privacy Notice explains how Cebuana Lhuillier Services Corporation (CLSC) collects, uses, stores, shares, and otherwise processes your personal data when you access or use CebX ("CebX"), including all related services, features, and functionalities available through the platform.

CLSC is committed to protecting your personal data and ensuring that it is processed in accordance with the Data Privacy Act of 2012 (Republic Act No. 10173), its implementing rules and regulations, and applicable issuances of relevant regulatory authorities.

This Privacy Notice outlines the types of personal data we collect, the purposes for which such data is processed, how it is protected, and your rights as a data subject.

By accessing, registering for, or using CebX, you acknowledge that you have read and understood this Privacy Notice and consent to the collection and processing of your personal data in accordance with the terms set forth herein.

2. Personal Data We Collect

CLSC may collect and process the following categories of personal data, depending on your use of CebX and the services you avail:

• Identification Information – includes your full name, date of birth, nationality, gender, and details from government-issued identification documents (e.g., ID number, issuing authority, and validity), as required for identity verification and regulatory compliance.
• Contact Information – includes your mobile number, email address, residential or mailing address, and other contact details used for communication, account-related notifications, and customer support.
• Account Information – includes your account number, profile details, and records of your activities within CebX and its affiliates, including login history, account preferences, 24k loyalty rewards and other applicable account information.
• Financial and Transaction Information – includes your eWallet balance, transaction history, remittance details, bills payment records, and other financial data necessary to process and document your transactions.
• Device and Technical Data – includes information about the device and systems you use to access CebX, such as device type, operating system, IP address, mobile network, and application usage data, which may be used for security, fraud detection, and system optimization.
• Communications and Support Data – includes information you provide when contacting customer support, submitting inquiries or complaints, or participating in surveys, promotions, or feedback mechanisms.

CLSC collects only the personal data that is necessary, relevant, and appropriate for the purposes stated in this Privacy Notice and in accordance with applicable laws and regulations.

3. Purposes of Processing

CLSC processes your personal data for legitimate and specific purposes in connection with your use of CebX, including but not limited to the following:

• Account Registration and KYC Verification – to establish and verify your identity, create and manage your account, and comply with customer due diligence requirements under applicable laws and regulations.
• Processing of Transactions and Delivery of Services – to facilitate and complete your financial and non-financial transactions, including eWallet services, remittances, bills payment, e-load, and other services available through CebX.
• Compliance with Legal and Regulatory Requirements – to comply with obligations under applicable laws and regulations, including those issued by the Bangko Sentral ng Pilipinas (BSP), Anti-Money Laundering Council (AMLC), and other government authorities.
• Fraud Prevention, Risk Management, and Security Monitoring – to detect, prevent, and investigate fraudulent, unauthorized, or suspicious activities, and to ensure the security and integrity of the CebX platform.
• Customer Support and Complaint Handling – to respond to inquiries, resolve complaints, conduct investigations, and provide assistance through official customer support channels.
• Service Improvement and System Enhancement – to analyze usage patterns, improve system performance, enhance user experience, and develop new products, features, and services.
• Marketing and Promotional Activities – to provide updates, offers, and information about CLSC's products and services, subject to applicable laws and your consent where required.

All processing of personal data shall be conducted in accordance with the principles of transparency, legitimate purpose, and proportionality, and only to the extent necessary to achieve the purposes stated above.

4. Legal Basis for Processing

CLSC processes your personal data only when there is a valid legal basis under applicable data privacy laws. Such legal bases include:

• Consent – where you have freely given your consent to the processing of your personal data for specific purposes, such as registration, optional features, or marketing communications, subject to your right to withdraw consent at any time.
• Contractual Necessity – where processing is necessary to fulfill CLSC's obligations in providing CebX services to you, including account creation, transaction processing, and customer support.
• Legal and Regulatory Obligations – where processing is required to comply with applicable laws, rules, and regulations, including those issued by the Bangko Sentral ng Pilipinas (BSP), Anti-Money Laundering Council (AMLC), and other competent authorities.
• Legitimate Interests – where processing is necessary for CLSC's legitimate business interests, such as fraud prevention, risk management, system security, service improvement, and internal administration, provided that such interests are not overridden by your fundamental rights and freedoms.

CLSC ensures that all processing activities are conducted in accordance with the principles of transparency, legitimate purpose, and proportionality, and are limited to what is necessary for the purposes identified in this Privacy Notice.

5. Data Sharing and Disclosure

CLSC may share your personal data with the following parties, only to the extent necessary for legitimate purposes and in accordance with applicable laws and regulations:

• Affiliates within the Cebuana Lhuillier Group – to support account management, service delivery, customer support, cross selling and marketing initiatives, and internal administration across related entities, subject to appropriate data protection controls.
• Authorized Partners, Agents, and Service Providers – including but not limited to billers, remittance partners, payment networks, systems and technology providers, and other accredited third parties, for the purpose of facilitating transactions, delivering services, and maintaining system operations.
• Regulatory and Government Authorities – such as the Bangko Sentral ng Pilipinas (BSP), Anti-Money Laundering Council (AMLC), and other competent authorities, where disclosure is required by law, regulation, legal process, or lawful order.
• Other Disclosures Permitted by Law – CLSC may also disclose personal data where necessary to protect its rights, enforce its Terms and Conditions, prevent fraud or illegal activities, or respond to claims and investigations.

All data sharing shall be carried out in accordance with the principles of transparency, legitimate purpose, and proportionality, and subject to appropriate contractual, organizational, and technical safeguards to ensure the confidentiality, integrity, and security of your personal data.

6. Data Protection and Security

CLSC implements appropriate organizational, physical, and technical security measures to protect your personal data against unauthorized access, disclosure, misuse, alteration, or loss, in accordance with applicable laws and industry standards.

• Organizational Measures – CLSC adopts internal policies, procedures, and controls to ensure that personal data is accessed and processed only by authorized personnel on a need-to-know basis, and in compliance with data privacy and information security requirements.
• Technical Measures – CLSC utilizes appropriate security technologies and safeguards, such as encryption, secure authentication mechanisms, system monitoring, and access controls, to protect personal data stored and processed within its systems.
• Physical Measures – CLSC implements safeguards to secure facilities, equipment, and storage systems where personal data is processed or stored, including restricted access and secure handling procedures.
• Third-Party Security – CLSC requires its partners, agents, and service providers to implement comparable security measures and to process personal data in accordance with contractual and regulatory requirements.
• Security Monitoring and Response – CLSC continuously monitors its systems for potential vulnerabilities, threats, or breaches, and implements appropriate incident response procedures to mitigate risks and address security incidents.

CLSC implements reasonable and appropriate organizational, physical, and technical security measures to protect personal data against unauthorized access, disclosure, alteration, or destruction, in accordance with applicable laws and regulations. However, while such measures are designed to provide a high level of protection, no system can be guaranteed to be completely secure. Accordingly, Users are likewise encouraged to take appropriate steps to safeguard their personal information and access credentials.

7. Data Retention

CLSC retains your personal data for five (5) years, in compliance with the applicable regulations of the Anti-Money Laundering Council (AMLC). Thereafter, personal data may be retained for a longer period, as necessary, to fulfill the purposes for which it was collected, or as required or permitted under applicable laws, regulations, or lawful orders, including for the establishment, exercise, or defense of legal claims and ongoing investigations.

Personal data may be retained for the following purposes:

• Fulfillment of Purpose – for as long as necessary to provide services, maintain your account, and carry out transactions and related activities through CebX.
• Legal and Regulatory Compliance – for such period as required under applicable laws, rules, and regulations, including those issued by the Bangko Sentral ng Pilipinas (BSP), Anti-Money Laundering Council (AMLC), and other relevant authorities.
• Legal Claims and Proceedings – for as long as necessary to establish, exercise, or defend legal rights, resolve disputes, or enforce agreements.
• Retention Standards – CLSC shall determine appropriate retention periods based on the nature of the data, the purpose of processing, and applicable legal or regulatory requirements.

Once personal data is no longer necessary for the purposes stated above, CLSC shall ensure that such data is securely deleted, disposed of, or anonymized, in accordance with applicable data protection and security standards.

8. Your Rights

In accordance with the Data Privacy Act of 2012 and its implementing rules and regulations, you have the following rights as a data subject:

• Right to be Informed – You have the right to be informed about how your personal data is collected, used, processed, and shared, including the purposes of processing and the parties to whom your data may be disclosed.
• Right to Access – You may request access to your personal data held by CLSC, including information on how it has been processed, subject to applicable procedures and requirements.
• Right to Rectification – You have the right to request the correction or updating of any inaccurate, incomplete, or outdated personal data.
• Right to Object or Withdraw Consent – You may object to the processing of your personal data or withdraw your consent at any time, where processing is based on consent, subject to legal and contractual limitations.
• Right to Erasure or Blocking – You may request the deletion, blocking, or removal of your personal data, particularly where such data is no longer necessary for the purposes for which it was collected, subject to retention requirements under applicable laws and regulations.
• Right to Lodge a Complaint – You have the right to file a complaint with the appropriate regulatory authority, such as the National Privacy Commission (NPC), in case of any violation of your data privacy rights.

Requests to exercise these rights may be subject to verification of identity and applicable procedures, and CLSC may decline or limit such requests where allowed under applicable laws or regulations.

9. Consequences of Refusal

The provision of certain personal data is necessary for CLSC to fulfill its legal and contractual obligations in providing CebX services.

Failure or refusal to provide the required personal data, or withdrawal of consent where applicable, may result in:

• Inability to Register or Verify an Account – CLSC may be unable to create or activate your account or complete KYC verification as required by applicable laws and regulations;
• Account Suspension or Termination – CLSC may suspend, restrict, or terminate your account where continued processing of personal data is necessary for compliance with legal, regulatory, or security requirements.

Such consequences are necessary to ensure compliance with applicable laws, including those issued by the Bangko Sentral ng Pilipinas (BSP), Anti-Money Laundering Council (AMLC), and other relevant authorities.

10. Cookies and App Data

CebX may use cookies and similar technologies (such as device identifiers, analytics tools, and application data) to support the operation and security of the platform.

These technologies may be used for the following purposes:

• Improving User Experience – to remember your preferences, maintain session continuity, and enable smoother navigation within the application;
• Analyzing Usage and Performance – to collect information on how Users interact with CebX (e.g., features used, frequency of access), in order to monitor performance, identify issues, and improve system functionality;
• Enhancing Security – to help detect and prevent unauthorized access, fraudulent activities, and other security risks through device recognition and activity monitoring.

The data collected through these technologies may include device information, IP address, application usage data, and other technical information, but does not directly identify you unless combined with other personal data.

You may manage certain device or application settings to control the use of these technologies; however, disabling them may affect the functionality or availability of some features of CebX.

11. Updates to This Privacy Notice

CLSC may update or revise this Privacy Notice from time to time to reflect changes in applicable laws and regulations, business operations, system enhancements, or data processing practices.

• Notification of Changes – Any updates to this Privacy Notice shall be communicated to Users through official channels, such as the CebX platform, website, email, SMS, push notifications, or other appropriate means.
• Effectivity of Updates – Updates shall take effect upon the date indicated in the revised Privacy Notice, unless otherwise stated.
• User Responsibility – Users are encouraged to review this Privacy Notice periodically to stay informed of how their personal data is being processed.
• Continued Use as Acceptance – Continued use of CebX after the effectivity of the updated Privacy Notice shall constitute the User's acknowledgment and acceptance of such changes.

12. Contact Us

If you have any questions, concerns, requests, or complaints regarding this Privacy Notice or the processing of your personal data, you may contact CLSC through: [email protected].

You may contact us to:

• request access to or correction of your personal data;
• exercise your rights as a data subject;
• raise concerns or complaints regarding data privacy; or
• seek clarification on how your personal data is processed.

All requests and inquiries shall be subject to identity verification and applicable procedures, and CLSC shall endeavor to respond within a reasonable period in accordance with applicable laws and regulations.

If you are not satisfied with the resolution of your concern, you may escalate the matter to the National Privacy Commission (NPC), without prejudice to other legal remedies available under applicable laws.

13. Acceptance

By accessing, registering for, or using CebX, you acknowledge that you have read and understood this Privacy Notice and agree to the collection, use, and processing of your personal data in accordance with its terms.

Where required, your consent may be obtained through appropriate means (e.g., clicking "Agree" or similar actions within the application). Continued use of CebX constitutes your acceptance of this Privacy Notice.

If you do not agree with this Privacy Notice, you should discontinue your use of CebX.

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Cebuana Xpress Terms and Conditions Version 2