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walletii Customer Terms
Who is walletii?
Hello. We’re Oman OFTI, but you’ll know us better as walletii. Oman OFTI is licensed by the Central Bank of Oman to provide payment services.
Our full company name, address and commercial details are:
Oman OFT International S.A.O.C
Muscat Grand Mall
P.O Box: 847
P.C 111 Al Khuwair
Sultanate of Oman
Commercial Registration number: 1491449
Our full company name, address and commercial details are:
Oman OFT International S.A.O.C
Muscat Grand Mall
P.O Box: 847
P.C 111 Al Khuwair
Sultanate of Oman
Commercial Registration number: 1491449
What are these terms?
These terms set out important things you need to know about using your walletii account. When you register as a walletii customer, you accept these terms and enter into a legally binding agreement with Oman OFTI, which provides the walletii service.
These terms were updated on 25.4.2024. You can always download the most recent copy of these terms from our website. When we need to make changes to these terms, we will notify you by email or within the walletii app.
Along with these terms, our service to you is governed by the Fee Guide, Transaction Limits and Authorisations, Complaints, Disputes and Refunds and the Privacy Notice. You can also refer to the FAQs for any questions you may have.
These terms were updated on 25.4.2024. You can always download the most recent copy of these terms from our website. When we need to make changes to these terms, we will notify you by email or within the walletii app.
Along with these terms, our service to you is governed by the Fee Guide, Transaction Limits and Authorisations, Complaints, Disputes and Refunds and the Privacy Notice. You can also refer to the FAQs for any questions you may have.
Using walletii
1. Who can open a walletii account?
You can open a walletii account:
- if you have a valid Omani ID
- have full legal capacity to enter into a contract, and
- you’re 18 years old or over
You can't open a walletii account:
- on someone else’s behalf
- if you already have a walletii account, or
- if there is any reason that walletii is unable to grant you an account under the law.
If you open a walletii account on someone else’s behalf, in breach of these terms, you will be responsible for any losses that may arise from this.
2. Getting started with walletii
Download the walletii app. The walletii app is required to create and use your walletii account.
Registration. On the walletii app, you’ll be asked to provide a mobile phone number to get started. We’ll ask you to verify that you own the mobile phone number by entering a six-digit one-time password (OTP) we send by text to that number.
Protect your OTPs! You should note that we use OTPs to verify your number, and later we send them for you to verify transactions. These OTPs protect your account – we’ll never ask you for them outside the app, and you should never share them with anyone.
After you verify the number, we’ll ask you to provide your full name (first, middle and surname) to complete registration.
Set a passcode. During registration, you are asked to enter a number combination as your passcode, which you will use to log on to your walletii account. You can also choose to use the face ID, fingerprint or other biometric log-in features on your mobile phone to log on to your walletii account.
Verification. You can explore the walletii app as soon as you register, but before we can let you send and receive money using walletii, we need to verify your identity.
To get verified, we’ll ask you to present a valid Omani identity card or Omani expatriate resident card and share a smart selfie.
Your registration can be rejected, for example because of invalid ID proof, unclear selfie, insufficient data or any other reason if you do not meet the registration requirements.
We may ask you for additional information when you open the account or at a later stage, and if this information does not meet our requirements your account may be delayed or rejected, or we may have to suspend or close your account after it is opened.
You should keep your details in the walletii app up-to-date and let us know immediately if any information you’ve given us changes.
After you verify the number, we’ll ask you to provide your full name (first, middle and surname) to complete registration.
3. Your phone number and default accounts
Your walletii account will be registered with the Central Bank of Oman and linked to the mobile number you provided during registration. You should note that, under the MPCSS payment network, only one wallet can be set as the default wallet for a mobile phone number. If you change your default wallet, walletii will no longer receive money via your mobile number but can still receive money via the alias you set.
4. What you can do with your walletii accountWalletii uses the Mobile Payments Clearing Switching System (MPCSS), a payment network provided by Central Bank of Oman, to make and receive payments using QR codes, the mobile number linked to your account, or an alias you set up.
Once your application has been accepted and you have successfully registered, you may carry out transactions using your available walletii balance. You can use your walletii account to:
Receive money. You can add money to your walletii account by:
2. Getting started with walletii
Download the walletii app. The walletii app is required to create and use your walletii account.
Registration. On the walletii app, you’ll be asked to provide a mobile phone number to get started. We’ll ask you to verify that you own the mobile phone number by entering a six-digit one-time password (OTP) we send by text to that number.
Protect your OTPs! You should note that we use OTPs to verify your number, and later we send them for you to verify transactions. These OTPs protect your account – we’ll never ask you for them outside the app, and you should never share them with anyone.
After you verify the number, we’ll ask you to provide your full name (first, middle and surname) to complete registration.
Set a passcode. During registration, you are asked to enter a number combination as your passcode, which you will use to log on to your walletii account. You can also choose to use the face ID, fingerprint or other biometric log-in features on your mobile phone to log on to your walletii account.
Verification. You can explore the walletii app as soon as you register, but before we can let you send and receive money using walletii, we need to verify your identity.
To get verified, we’ll ask you to present a valid Omani identity card or Omani expatriate resident card and share a smart selfie.
Your registration can be rejected, for example because of invalid ID proof, unclear selfie, insufficient data or any other reason if you do not meet the registration requirements.
We may ask you for additional information when you open the account or at a later stage, and if this information does not meet our requirements your account may be delayed or rejected, or we may have to suspend or close your account after it is opened.
You should keep your details in the walletii app up-to-date and let us know immediately if any information you’ve given us changes.
After you verify the number, we’ll ask you to provide your full name (first, middle and surname) to complete registration.
3. Your phone number and default accounts
Your walletii account will be registered with the Central Bank of Oman and linked to the mobile number you provided during registration. You should note that, under the MPCSS payment network, only one wallet can be set as the default wallet for a mobile phone number. If you change your default wallet, walletii will no longer receive money via your mobile number but can still receive money via the alias you set.
4. What you can do with your walletii accountWalletii uses the Mobile Payments Clearing Switching System (MPCSS), a payment network provided by Central Bank of Oman, to make and receive payments using QR codes, the mobile number linked to your account, or an alias you set up.
Once your application has been accepted and you have successfully registered, you may carry out transactions using your available walletii balance. You can use your walletii account to:
Receive money. You can add money to your walletii account by:
- Topping up from an Omani payment card
- Loading money directly from your local bank account using your bank alias
- Receiving money from another walletii user or anyone else using a compatible wallet account.
Send money. You can send money from your walletii account to:
- another walletii customer in Oman
- anyone else with a compatible wallet account
The walletii app also allows you to:
- Remit money to any person in a permitted destination country
- Purchase mobile airtime and pay utility bills
- Purchase goods and services from merchants who accept QR payments using MPCSS.
You are the only person entitled to the money in your walletii account.
Service changes. We make changes to the walletii app and our services from time to time. Unless we say otherwise, any new service will be subject to these terms.
5. Authorising transactions
When you enter the details and swipe the app to confirm, you initiate a transaction to send or receive money. We call this sending us a transfer instruction.
We check to see if your transfer instruction is authorised with security protections that include your log-in, face ID or fingerprint, and a one-time passcode. We describe the protections required based on transaction type and amount in Transaction Limits and Authorisations, and they may change from time to time.
If we receive a transfer instruction that has passed these security protections, we will consider it to be an authentic instruction from you and you are financially responsible for it. Walletii is not responsible for any fraud or misuse that may be caused by executing a valid, authorized transaction.
6. Transaction confirmation
You can tell when your transaction is successful because you’ll receive notice in the walletii app and a text message with the amount paid, your new balance and a transaction number, used to identify all transactions carried out in your walletii account.
7. What you can’t use your walletii account for
Please use your walletii account and the app responsibly. You can’t use them:
Service changes. We make changes to the walletii app and our services from time to time. Unless we say otherwise, any new service will be subject to these terms.
5. Authorising transactions
When you enter the details and swipe the app to confirm, you initiate a transaction to send or receive money. We call this sending us a transfer instruction.
We check to see if your transfer instruction is authorised with security protections that include your log-in, face ID or fingerprint, and a one-time passcode. We describe the protections required based on transaction type and amount in Transaction Limits and Authorisations, and they may change from time to time.
If we receive a transfer instruction that has passed these security protections, we will consider it to be an authentic instruction from you and you are financially responsible for it. Walletii is not responsible for any fraud or misuse that may be caused by executing a valid, authorized transaction.
6. Transaction confirmation
You can tell when your transaction is successful because you’ll receive notice in the walletii app and a text message with the amount paid, your new balance and a transaction number, used to identify all transactions carried out in your walletii account.
7. What you can’t use your walletii account for
Please use your walletii account and the app responsibly. You can’t use them:
- for anything that’s against the law (e.g., fraud, money laundering or other crimes) or is harmful or disrespectful to others, including any form of abuse of us or our staff
- for any commercial business use, either directly or indirectly (walletii accounts are for personal use only)
- in breach of these terms
- in a way that might harm our ability to provide our services or may harm our software, systems or hardware
- in a way that your or our banking, card or payment providers or other similar third party would see as an abuse of the payments system or
- in a way that is unfair or abusive of any rewards or refunds processes we operate.
We are prohibited by law from providing credit facilities to you.
8. Finding information and getting in touch
All the information you may need about your walletii account, including your transaction history, charges and fees, is available in your walletii app. You can also check the FAQs for advice.
If you need to reach us:
8. Finding information and getting in touch
All the information you may need about your walletii account, including your transaction history, charges and fees, is available in your walletii app. You can also check the FAQs for advice.
If you need to reach us:
- Call +968 80008880. This line is open 24 hours a day/seven days a week and all year
- Email us at support.om@walletii.com
If we need to reach you. We may contact you by text or call you, using the mobile number you provide. We may also email via the address provided.
We may monitor and record your interactions with us, including on calls and while using the app, for training, product improvement or quality assurance, and for preventing and detecting crime.
We may monitor and record your interactions with us, including on calls and while using the app, for training, product improvement or quality assurance, and for preventing and detecting crime.
walletii fees and charges
9. walletii fees
Our Fee Guide sets out any fees that we may charge you for a transaction. This is based on the services you use, so please make sure you check and understand any applicable fees that may apply. The Fee Guide forms part of these terms and you can always access the most up-to-date version on our website in both Arabic and English.
Charges will be automatically deducted from your walletii account when the transaction is carried out. You will be able to see these charges in the transaction history tab of the walletii app.
10. Exchange rates
When you remit money to another country, the rate is set by the international remittance provider. You’ll be able to view the exchange rate they offer before you confirm the payment.
11. Money owed to walletii
If you owe us money, either for fees or transactions that you have made using walletii, we may immediately charge the amount you owe to your available balance. This includes money that you owe us as a result of us funding your payment, or if we incur a loss as a result of your fraudulent, careless or grossly negligent behaviour.
We reserve the right to collect the amount of your debt to us using any payments received to your account. We may also recover amounts you owe us through legal means, including by using a debt collection agency.
Our Fee Guide sets out any fees that we may charge you for a transaction. This is based on the services you use, so please make sure you check and understand any applicable fees that may apply. The Fee Guide forms part of these terms and you can always access the most up-to-date version on our website in both Arabic and English.
Charges will be automatically deducted from your walletii account when the transaction is carried out. You will be able to see these charges in the transaction history tab of the walletii app.
10. Exchange rates
When you remit money to another country, the rate is set by the international remittance provider. You’ll be able to view the exchange rate they offer before you confirm the payment.
11. Money owed to walletii
If you owe us money, either for fees or transactions that you have made using walletii, we may immediately charge the amount you owe to your available balance. This includes money that you owe us as a result of us funding your payment, or if we incur a loss as a result of your fraudulent, careless or grossly negligent behaviour.
We reserve the right to collect the amount of your debt to us using any payments received to your account. We may also recover amounts you owe us through legal means, including by using a debt collection agency.
What you should know about your walletii account
12. Customer funds are protected
Your money is always held in an account separate from our own. This is known as safeguarding. It is required by law and ensures that your money is protected and returned to you in full if we decide to cease operations or if you decide to redeem your walletii account.
13. No interest
Your walletii balance is not eligible for any interest payments.
14. Transaction limits
To manage risks to you and to us, we have limits on how much money you can hold in your wallet and how much you can spend, both daily and per transaction. We also set limits on how small payments can be. These are set out in Transaction Limits and Authorisations on our website. We’ll refuse a transaction that is outside our limits.
We may change these limits every now and then. Further limits may be set by the Central Bank of Oman, which is at their discretion and beyond our control. We’ll try to keep you informed of any changes.
15. Partner services
Walletii offers access to a variety of partner services. When you use those services, we share a link to their terms, and those will also apply to the transaction.
16. Your responsibility for losses
You’ll be responsible for all losses where:
Your money is always held in an account separate from our own. This is known as safeguarding. It is required by law and ensures that your money is protected and returned to you in full if we decide to cease operations or if you decide to redeem your walletii account.
13. No interest
Your walletii balance is not eligible for any interest payments.
14. Transaction limits
To manage risks to you and to us, we have limits on how much money you can hold in your wallet and how much you can spend, both daily and per transaction. We also set limits on how small payments can be. These are set out in Transaction Limits and Authorisations on our website. We’ll refuse a transaction that is outside our limits.
We may change these limits every now and then. Further limits may be set by the Central Bank of Oman, which is at their discretion and beyond our control. We’ll try to keep you informed of any changes.
15. Partner services
Walletii offers access to a variety of partner services. When you use those services, we share a link to their terms, and those will also apply to the transaction.
16. Your responsibility for losses
You’ll be responsible for all losses where:
- The transaction was authorised by you.
- The transaction was unauthorised, and you acted fraudulently or failed to keep your mobile phone, app, account details and passcode safe.
- You deny that you have authorised the transaction, however, information and records available to us indicate that the transaction was authenticated and consented to.
- You have used your walletii account contrary to these terms.
If you don’t tell us as soon as you realise that your walletii account, app or device has been lost or stolen, when you think or suspect that someone else knows your security details, or when there have been unauthorised transactions on your walletii account, you may be responsible for the transactions. We’ll try to help, but we can’t guarantee that you’ll be refunded.
17. What happens when walletii is unavailable
We strive to keep walletii working as smoothly as possible, but there may be times that it is unavailable or not working as expected, for example:
17. What happens when walletii is unavailable
We strive to keep walletii working as smoothly as possible, but there may be times that it is unavailable or not working as expected, for example:
- when we are working on system maintenance,
- when there are system updates that you have not installed, or
- when there are known bugs we are working to fix.
We will inform you on the walletii app when our services are down and when they are usable again. If you try to make a transaction when our services are down, please be aware that it’s at your own risk.
If you notice bugs or issues with the walletii app, you can report them to us at +968 80008880. If you continue to use the app after you notice a bug, any transactions are at your own risk and we won’t be responsible for any losses you suffer as a result
18. Refunds
When you ask us for a refund, we may ask for evidence or information to investigate your request. Then we’ll decide whether to refund the transaction. If we do not refund the transaction, we will give you reasons for rejecting your request.
If you promptly report an unauthorised transaction. We’ll refund you money that you’ve lost as a result of any unauthorised transaction you’ve reported (within the timelines described in Complaints, disputes and refunds), provided you have not acted fraudulently or carelessly.
If you make an error. When you use walletii to send money or make a payment, you’re responsible for checking the recipient. Make sure to carefully review your transfer instructions before you swipe to pay, as you’re responsible for making sure you have the correct mobile number, alias or QR code. We will try to help, but we can't guarantee that you will get a refund for any errors you’ve made.
If you haven’t received the services. If you don’t receive the services, you pay for through walletii via one of our payment partners, you can dispute it by calling or emailing us. We will investigate, and if we find that you were charged but didn’t receive the service, we will refund your money within our documented timelines. All refunds are credited to your walletii account.
Fees may be included in your refund, depending on the service you’ve used and the timing of your request. For more information, please see Complaints, disputes and refunds.
You should note that this only applies to remittances, airtime or utility payments. Any disputes between you and the recipient of your payment via bank account, mobile wallet or QR code should be resolved between the two of you.
If you notice bugs or issues with the walletii app, you can report them to us at +968 80008880. If you continue to use the app after you notice a bug, any transactions are at your own risk and we won’t be responsible for any losses you suffer as a result
18. Refunds
When you ask us for a refund, we may ask for evidence or information to investigate your request. Then we’ll decide whether to refund the transaction. If we do not refund the transaction, we will give you reasons for rejecting your request.
If you promptly report an unauthorised transaction. We’ll refund you money that you’ve lost as a result of any unauthorised transaction you’ve reported (within the timelines described in Complaints, disputes and refunds), provided you have not acted fraudulently or carelessly.
If you make an error. When you use walletii to send money or make a payment, you’re responsible for checking the recipient. Make sure to carefully review your transfer instructions before you swipe to pay, as you’re responsible for making sure you have the correct mobile number, alias or QR code. We will try to help, but we can't guarantee that you will get a refund for any errors you’ve made.
If you haven’t received the services. If you don’t receive the services, you pay for through walletii via one of our payment partners, you can dispute it by calling or emailing us. We will investigate, and if we find that you were charged but didn’t receive the service, we will refund your money within our documented timelines. All refunds are credited to your walletii account.
Fees may be included in your refund, depending on the service you’ve used and the timing of your request. For more information, please see Complaints, disputes and refunds.
You should note that this only applies to remittances, airtime or utility payments. Any disputes between you and the recipient of your payment via bank account, mobile wallet or QR code should be resolved between the two of you.
Account safety and security
19. Keeping your account safe
It is your responsibility to keep your walletii account, security details and the phone you use to access your account safe.
It is your responsibility to keep your walletii account, security details and the phone you use to access your account safe.
- Take all necessary security measures to protect your passcode. You are responsible for keeping the passcode confidential at all times. Do not use your phone number, date of birth or other easily identifiable information.
- Don’t share your security details with anyone (including your passcode, any one-time passcodes we send you, or any other security information used to protect your walletii account) over the phone or otherwise. Keep these details secure to ensure they are not compromised or intercepted.
- Don’t let anyone else use your walletii account or app. If anyone else accesses your walletii account with your passcode, with or without your authorization, we will consider that your walletii service has been accessed properly and any transactions are valid.
- If the wrong passcode is entered more than three times, your walletii account is automatically suspended temporarily. To reactivate it, contact us by accessing the help option on the app or by calling us.
- Make sure you close down the walletii app when you are not using it.
- Keep your mobile device and your email account secure (for example, restrict access to your mobile device by PIN or biometrics such as face or fingerprint ID).
We apply and regularly test a set of information security controls that meet industry best practices and the requirements of our financial services license.
20. Contact us immediately with fraud or security concerns
If you think someone knows your security details, there are transactions on your account you don’t recognise, or you suspect fraud, you must:
20. Contact us immediately with fraud or security concerns
If you think someone knows your security details, there are transactions on your account you don’t recognise, or you suspect fraud, you must:
- let us know immediately by calling +968 80008880 (this line is open for messages 24/7), or by email on support.om@walletii.com, so that we can lock your account; and
- report to the police any loss, fraud, suspected fraud, dishonest use or theft of your mobile phone or SIM, or illegal use of your walletii account.
Walletii reserves the right to share information about you with law enforcement or the Central Bank of Oman, as a preventive measure or to help recover losses. Walletii may enforce a change in your passcode, if checks that we carry out to determine your identity or account registration at any time suggest your walletii account has been compromised.
We take reasonable steps to mitigate the risk of fraud on walletii, but no platform can completely protect itself from fraud on the internet and in payments and we do not guarantee that you are protected from fraud. You should also take steps to protect yourself. We share information about how you can do that in the FAQs and other communications we send you.
21. Your data
We will use your personal data to make and receive payments on your account and operate our services. Customer records and data for the walletii app and your transactions are held in Oman. To learn more, make sure to read the walletii Privacy Notice.
22. Keep your app and data up to date, and notifying us of errors
Because we send important notifications and information to you via the walletii app, and the proper functioning and security of the app relies on updates from time to time, you agree that you will keep the walletii app on your mobile phone up to date.
We may need to contact you urgently if we suspect or find fraudulent activity has occurred on your account (provided we are not prohibited from doing so by law) or if we suffer a security threat. When we contact you, we will also give you information on how you can minimise any fraud risk to your walletii account depending on the nature of the fraud or security threat.
We will always contact you via the walletii app; we will never contact you by telephone in such cases. We’ll use the same contact details you have already provided us with when contacting you; so please make sure you keep your account details up to date in the app or by contacting us.
We take reasonable steps to mitigate the risk of fraud on walletii, but no platform can completely protect itself from fraud on the internet and in payments and we do not guarantee that you are protected from fraud. You should also take steps to protect yourself. We share information about how you can do that in the FAQs and other communications we send you.
21. Your data
We will use your personal data to make and receive payments on your account and operate our services. Customer records and data for the walletii app and your transactions are held in Oman. To learn more, make sure to read the walletii Privacy Notice.
22. Keep your app and data up to date, and notifying us of errors
Because we send important notifications and information to you via the walletii app, and the proper functioning and security of the app relies on updates from time to time, you agree that you will keep the walletii app on your mobile phone up to date.
We may need to contact you urgently if we suspect or find fraudulent activity has occurred on your account (provided we are not prohibited from doing so by law) or if we suffer a security threat. When we contact you, we will also give you information on how you can minimise any fraud risk to your walletii account depending on the nature of the fraud or security threat.
We will always contact you via the walletii app; we will never contact you by telephone in such cases. We’ll use the same contact details you have already provided us with when contacting you; so please make sure you keep your account details up to date in the app or by contacting us.
When services are refused, terminated or unavailable
23. Our services may become unavailable
Walletii reserves the right at any time to modify or discontinue, temporarily or permanently, the walletii services.
The walletii app may require maintenance, and during that time it may not be possible to process a transfer instruction. This could result in delays or failure in the processing of instructions. Walletii is not responsible for failure or inability to honor a transfer instruction.
24. We may refuse or delay a transaction
We may refuse or delay a transaction under the following circumstances:
Walletii reserves the right at any time to modify or discontinue, temporarily or permanently, the walletii services.
The walletii app may require maintenance, and during that time it may not be possible to process a transfer instruction. This could result in delays or failure in the processing of instructions. Walletii is not responsible for failure or inability to honor a transfer instruction.
24. We may refuse or delay a transaction
We may refuse or delay a transaction under the following circumstances:
- Security – we’re concerned about the security of your walletii account, for example if you haven’t satisfied our identity or security checks
- Fraud – we suspect fraud on your account
- Law or regulation – we need to comply with the relevant law or regulation
- Available balance – you don’t have enough available balance in your walletii account to cover the transaction and related charges
- Fraud – we suspect fraud on your account
- Your actions – you’ve breached these terms, you’ve failed to provide us with information we’ve asked for, or your account has been blocked for any other legitimate reason
- Third parties – if a third party (e.g. a card network or a payment partner) prevents us from making the payment.
We’ll tell you if we refuse to make a payment and (where possible) why. You should note that we’re not responsible for transactions that are delayed or incomplete for any reason.
25. How you can close your account
You can close your account and terminate our services to you (and these terms) at any time. You can use the “Close account” button on the app.
Before we can close your account, you will need to have a zero balance. You’ll also need to make sure that you cancel any outgoing payments you don’t want to pay anymore.
26. When we can block, suspend or close your account
Blocking. We’ll block your account if we have reasonable concerns about your account’s security or suspect unauthorised or fraudulent use of your walletii account, where our legal obligations require us to do this or where you owe us money.
Suspension and closure. We may immediately suspend or close your account for a number of reasons, including where:
25. How you can close your account
You can close your account and terminate our services to you (and these terms) at any time. You can use the “Close account” button on the app.
Before we can close your account, you will need to have a zero balance. You’ll also need to make sure that you cancel any outgoing payments you don’t want to pay anymore.
26. When we can block, suspend or close your account
Blocking. We’ll block your account if we have reasonable concerns about your account’s security or suspect unauthorised or fraudulent use of your walletii account, where our legal obligations require us to do this or where you owe us money.
Suspension and closure. We may immediately suspend or close your account for a number of reasons, including where:
- In our opinion, you’ve engaged in dishonest, fraudulent or illegal conduct,
- you use walletii in a way that these terms don’t allow,
- you don’t provide us with the information that we’ve asked for or the information you’ve provided is false or misleading,
- your SIM card is no longer in operation,
- your behaviour towards us is inappropriate (e.g. you insult our staff);
- you’ve broken these terms in a serious or persistent way and you haven’t put the matter right within a reasonable time of us asking you to do so,
- we are required to by law,
- you are declared bankrupt; or
- we can verify that you have died.
We’ll notify you in advance if we want to close your account for any other reason, unless we are prohibited by law from doing so. If we cannot notify you in advance, we’ll make reasonable efforts to communicate account closure to you afterwards.
27. What happens to inactive accounts?
A wallet will be considered inactive if you haven’t made any transactions in three months. You can reactivate an inactive account by entering an OTP.
If you haven’t made any transactions for six months, your account will be treated as dormant. We may charge you dormancy fees, or a charge for reactivating the account, as described in the Fee Guide. Before you can reactivate a dormant account, you will need to be verified again.
If your wallet status changes to dormant and you don’t reactivate it within six months after it becomes dormant, the account will be closed.
28. What happens when an account is closed?
If your walletii account is closed for any reason (for example, if it stays dormant for too long, if you’ve violated these terms, or if we have to close it to comply with law), then you’ll no longer have access to your wallet and it will be deregistered from the MPCSS.
If you wish to use walletii after that, you’ll need to open a new account and go through the registration and verification process again.
Unless we’ve closed your account for suspected illegal activities, you are entitled to recover the money left in your account. You can contact us to retrieve the funds, which we will refund to you within one month, minus any fees or charges that are due.
If any balance remains on your account when we close it, you can request to have these funds returned to a bank account in your name, subject to our checks. You forfeit your rights to these funds if you do not claim them within 6 years from the date your account was closed. During this period your funds will be kept safe as required by law.
27. What happens to inactive accounts?
A wallet will be considered inactive if you haven’t made any transactions in three months. You can reactivate an inactive account by entering an OTP.
If you haven’t made any transactions for six months, your account will be treated as dormant. We may charge you dormancy fees, or a charge for reactivating the account, as described in the Fee Guide. Before you can reactivate a dormant account, you will need to be verified again.
If your wallet status changes to dormant and you don’t reactivate it within six months after it becomes dormant, the account will be closed.
28. What happens when an account is closed?
If your walletii account is closed for any reason (for example, if it stays dormant for too long, if you’ve violated these terms, or if we have to close it to comply with law), then you’ll no longer have access to your wallet and it will be deregistered from the MPCSS.
If you wish to use walletii after that, you’ll need to open a new account and go through the registration and verification process again.
Unless we’ve closed your account for suspected illegal activities, you are entitled to recover the money left in your account. You can contact us to retrieve the funds, which we will refund to you within one month, minus any fees or charges that are due.
If any balance remains on your account when we close it, you can request to have these funds returned to a bank account in your name, subject to our checks. You forfeit your rights to these funds if you do not claim them within 6 years from the date your account was closed. During this period your funds will be kept safe as required by law.
Making a complaint
29. How to make a complaint
We hope you don’t ever need to, but if you do want to complain, you can contact us at support.om@walletii.com or via the walletii app. We’ll try to fix your problem as soon as we can. Our final response to your complaint, or a letter explaining why the final response has not been completed, will be provided within 3 business days after your complaint has been made.
If we can’t resolve your complaint, you have the right to raise a complaint with the Central Bank of Oman.
Just so you know, our complaints management and customer service is currently only available in Arabic and English.
Remember that you have a limited number of days to dispute a transaction. After that, we’ll treat it as accurate and authorised by you.
30. Information we’ll use in a dispute
In a dispute, we may disclose information about you, including the details of your transactions, so that we can investigate the dispute. Your consent shall survive the termination of the Service.
You agree that in the event of a dispute or claim of any nature arising relating to any transaction, the records of the transaction will be used as a reference and shall be the sole basis for settling such dispute or claim.
We hope you don’t ever need to, but if you do want to complain, you can contact us at support.om@walletii.com or via the walletii app. We’ll try to fix your problem as soon as we can. Our final response to your complaint, or a letter explaining why the final response has not been completed, will be provided within 3 business days after your complaint has been made.
If we can’t resolve your complaint, you have the right to raise a complaint with the Central Bank of Oman.
Just so you know, our complaints management and customer service is currently only available in Arabic and English.
Remember that you have a limited number of days to dispute a transaction. After that, we’ll treat it as accurate and authorised by you.
30. Information we’ll use in a dispute
In a dispute, we may disclose information about you, including the details of your transactions, so that we can investigate the dispute. Your consent shall survive the termination of the Service.
You agree that in the event of a dispute or claim of any nature arising relating to any transaction, the records of the transaction will be used as a reference and shall be the sole basis for settling such dispute or claim.
OTHER IMPORTANT LEGAL TERMS
31. Compliance with law and these terms
You agree to comply with these terms and all applicable laws, statutes, rules, regulations, notices, instructions or directives of the relevant authorities or any notices, instructions, directives or guidelines we share in connection with the service. Use of walletii is subject to such other terms, conditions, rules and regulations as specified by the Central Bank of Oman or any other regulatory or governmental authority from time to time. You shall not use walletii for any illegal activity.
32. Governing law and language
Omani law will decide any legal questions about these terms, and about our dealings with you with a view to entering into them.
The courts of Oman will have exclusive jurisdiction in relation to it. These terms are available in English and Arabic, but if the English and Arabic versions are inconsistent, the Arabic version will prevail.
33. Our contract with you
Personal to you. Only you and we have any rights under these terms. These terms are personal to you, and you can’t transfer any rights or obligations under them to anyone else.
Transfer. We can transfer any of our rights and obligations under the terms to comply with a legal or regulatory requirement and we reasonably think that a transfer would not have a significantly negative effect on your rights.
Severability. If for any reason a part of these terms becomes invalid or unenforceable, we both agree that the invalid or unenforceable parts can be removed and that the rest of the terms will still be enforceable.
Waiver. If you fail to keep to any of your obligations and we don’t take action against you (immediately or ever), we can still take action at a later date.
34. Our liability
We won’t be responsible for any money you lose if:
You agree to comply with these terms and all applicable laws, statutes, rules, regulations, notices, instructions or directives of the relevant authorities or any notices, instructions, directives or guidelines we share in connection with the service. Use of walletii is subject to such other terms, conditions, rules and regulations as specified by the Central Bank of Oman or any other regulatory or governmental authority from time to time. You shall not use walletii for any illegal activity.
32. Governing law and language
Omani law will decide any legal questions about these terms, and about our dealings with you with a view to entering into them.
The courts of Oman will have exclusive jurisdiction in relation to it. These terms are available in English and Arabic, but if the English and Arabic versions are inconsistent, the Arabic version will prevail.
33. Our contract with you
Personal to you. Only you and we have any rights under these terms. These terms are personal to you, and you can’t transfer any rights or obligations under them to anyone else.
Transfer. We can transfer any of our rights and obligations under the terms to comply with a legal or regulatory requirement and we reasonably think that a transfer would not have a significantly negative effect on your rights.
Severability. If for any reason a part of these terms becomes invalid or unenforceable, we both agree that the invalid or unenforceable parts can be removed and that the rest of the terms will still be enforceable.
Waiver. If you fail to keep to any of your obligations and we don’t take action against you (immediately or ever), we can still take action at a later date.
34. Our liability
We won’t be responsible for any money you lose if:
- you make a mistake in your transfer instructions,
- a merchant or payment partner refuses to accept your payment,
- fraud is committed by another walletii customer or a third party, unless it was caused by us,
- we suspend or close your account in accordance with these terms,
- we implement a legal or regulatory requirement or do what we need to comply with law,
- unforeseeable events occur outside our control, where the consequences would have been unavoidable despite our best efforts,
- goods or services that you purchase using walletii are not delivered or not as expected, or
- loss or corruption of data, unless caused by our wilful wrongdoing.
If we breach our terms with you, we’ll only be responsible for losses that could have been reasonably foreseen at the time we entered into these terms and are directly related to the event in question.
We’ll do all we reasonably can to make sure that our services are not interrupted and are accessible at a reasonable speed. However, we can’t promise that this will always be the case, for example, where we rely on third parties to process payments.
Nothing in these terms will stop us being responsible to you if we act fraudulently or with a very significant degree of carelessness, or we’re at fault and the law does not allow us to exclude or limit our liability.
If we breach our terms with you, we’ll only be responsible for losses that could have been reasonably foreseen at the time we entered into these terms and are directly related to the event in question.
We’ll do all we reasonably can to make sure that our services are not interrupted and are accessible at a reasonable speed. However, we can’t promise that this will always be the case, for example, where we rely on third parties to process payments.
Nothing in these terms will stop us being responsible to you if we act fraudulently or with a very significant degree of carelessness, or we’re at fault and the law does not allow us to exclude or limit our liability.
35. Your indemnity
You agree to indemnify us for any losses that may be caused to us because of your breach of any of these terms.
36. Our intellectual property
Oman OFTI owns all the intellectual property in the walletii products and services, including the app, website and logo. You agree you won’t use our intellectual property, except to use our products. Also, you agree that you won’t reverse engineer any of our products (that is, try to reproduce them after a detailed examination of their composition).
37. Changes to these terms
These terms will continue until you or we end them, so we may need to change them every now and then. We may amend these terms to reflect changes:
We’ll do all we reasonably can to make sure that our services are not interrupted and are accessible at a reasonable speed. However, we can’t promise that this will always be the case, for example, where we rely on third parties to process payments.
Nothing in these terms will stop us being responsible to you if we act fraudulently or with a very significant degree of carelessness, or we’re at fault and the law does not allow us to exclude or limit our liability.
If we breach our terms with you, we’ll only be responsible for losses that could have been reasonably foreseen at the time we entered into these terms and are directly related to the event in question.
We’ll do all we reasonably can to make sure that our services are not interrupted and are accessible at a reasonable speed. However, we can’t promise that this will always be the case, for example, where we rely on third parties to process payments.
Nothing in these terms will stop us being responsible to you if we act fraudulently or with a very significant degree of carelessness, or we’re at fault and the law does not allow us to exclude or limit our liability.
35. Your indemnity
You agree to indemnify us for any losses that may be caused to us because of your breach of any of these terms.
36. Our intellectual property
Oman OFTI owns all the intellectual property in the walletii products and services, including the app, website and logo. You agree you won’t use our intellectual property, except to use our products. Also, you agree that you won’t reverse engineer any of our products (that is, try to reproduce them after a detailed examination of their composition).
37. Changes to these terms
These terms will continue until you or we end them, so we may need to change them every now and then. We may amend these terms to reflect changes:
- to the law or regulatory requirements;
- to the way we manage your walletii account or run our business; for example, because of changes in technology or the financial system;
- in the cost of providing your account and other walletii services;
- to our products or services; and
- anything else that we currently cannot predict.
In certain circumstances we may immediately make changes that are:
- clearly in your favor;
- of a clarificatory or relatively minor nature or which correct any inaccuracy (as long as this is permitted by law);
- related to a service or feature that is not a payment service or which does not affect existing payment services covered by the terms;
- required due to reasons outside of our control; or
- permitted by law.
We’ll let you know about any changes to these terms, and we’ll assume you’re happy with any changes unless you tell us otherwise. You can easily end these terms if you don’t agree. You’ll need to pay back any money you owe us.
