Terms and Conditions

These terms and conditions (“T&C”) govern the terms under which you may avail of the products and services associated with Maya Center (formerly Smart Padala) (“Maya Center”), which are offered by PayMaya Philippines, Inc. By transacting with Maya Center, you agree to be bound by the terms of this T&C.

PayMaya Philippines, Inc. (“Maya” formerly known as “Paymaya”) is a Filipino electronic money issuer and remittance transfer company, duly licensed by the Bangko Sentral ng Pilipinas (BSP). The terms “you” and “your” refer to users of Maya Center, as Senders, Cardholders, Account Holders, Beneficiaries, and other users.

These T&C shall be effective, valid, and binding from the time that you agreed to it and will exist up to the time that it is terminated by you or Maya, save for some provisions, which shall remain effective after termination as stated in this T&C, law, rule or regulation.

1. DEFINITION OF TERMS

1.1 Beneficiary – refers to a person to whom money or value is sent through the Smart Padala Remittance.

1.2 Customer – refers to the individuals who are availing of goods and/or services of a business establishment. This may refer also to the “Sender” and “Beneficiary” who are Customer types of remittance transactions.

1.3 Maya Business App – refers to the mobile application that serves as interface between an Account Holder and his/her Maya Business Account

1.4 PIN – refers to a Personal Identification Number

1.5 Services – shall refer to the remittance, airtime load, and bills payment and other products offered by Maya as allowed by BSP.

1.6 Sender – refers to a person who sends money using the Smart Padala Remittance service.

1.7 Maya Center Agent – also referred to as “Agent”, refers to a business establishment that offers services (such as but not limited to remittance, airtime load and bills payment) as an accredited Remittance Sub-Agent (RSA) by Maya.

1.8 Maya Center – refers to a physical store operated by a Maya Center Agent which offers Maya services.

1.9 Transaction – refers to any of and all acts or services that the Customer avails of through the Maya Center.

1.10 Transaction Slip – refers to a document where the Customer shall write the information needed in order for the Agent to perform the requested remittance transaction. Slips may be an actual physical paper and/or in digital form. Once given to the Agent, the remittance shall be final.

2. GENERAL TERMS AND CONDITIONS

2.1 By signing the Maya Center transaction slip form, and/or providing their information, transaction details and authorization code to the transacting Agent, and/or duly authorizing the transaction via Maya Business App, the Customer agrees that: (1) Maya and its agents are authorized to process the Maya Center service he/she indicated upon submission of the required information and payment of its corresponding fees; (2) The information provided in the Transaction Slip to the Agent is true, complete and accurate; (3) Money will be transferred to the indicated Agent Account and Agent shall release the money to the stated Beneficiary based on the information provided; and (4) Remittance cannot be reversed once the money is sent to the indicated Agent Account.

The Sender undertakes that the transaction information be protected and only communicated to the intended Beneficiary.

2.2 Maya’s obligation is with the Sender that contracted Maya Center services as indicated in the Maya Center Form and/or as authorized by the Sender to Maya Center Agents via provision of information, transaction details and authorization code.

2.3 Customer agrees that he/she shall not use the service for any means that is illegal or unlawful under the applicable laws and regulations of the Philippines, which may infringe the rights of Maya or others.

2.4 Maya reserves the right to change the applicable fees, taxes and charges levied for the Services, at any time and with prior notice through Maya’s official channels thirty (30) days prior to effective date of change in fees / charges /penalties.

2.5 Written information explaining how Maya Center charges the Customer for transactions shall be displayed prominently at the Maya Center and explained to the Customer prior to completion of the transaction. This is also indicated in Annex: Table of Fees and Charges in https://maya.ph/mayacenter/ terms-and-conditions/.

2.6 Customer understands that Maya is required by regulatory agencies to screen the Customers and transactions against the required sanctions list/s and monitoring parameters. Maya may decline to process a transaction if any of the Sender, Beneficiary or other transactions matches the identified persons or entities in the sanctions list or if perceived to be involved in a breach or violation of a law or regulation of any country. A transaction may also be delayed if the Customer provides incomplete information, or as required by a regulatory or law enforcement authority.

2.7 Maya reserves the right to withhold or set-off transactions or benefits if Maya suspects or proves that the Customer and/or transaction is compromised or deemed fraudulent, or that the Customer is abusing or gamifying the services.

2.8 Maya may, at any time and for whatever reason it may deem proper, amend, revise or modify these Terms and Conditions with appropriate notice through Maya’s official channels.

2.9 Maya shall have the obligation to release to the Beneficiary the amount sent by the Sender, provided that the Beneficiary presents their required information, transaction details and authorization code. These documents shall be subject to change as required by law, rules, regulations and policies of Maya.

Any information collected under this provision shall be handled in accordance with the Data Privacy provisions under this T&C.

3. LIABILITY

3.1 Maya shall not be liable for following the instructions of the Customer as indicated in the Transaction Slip. Maya will, however, make reasonable efforts to recover the funds, wherein Customer may be charged for a reasonable fee, reflective of Maya’s efforts, in doing so.

3.2 Maya shall not be liable and does not guarantee for the suitability or delivery of goods and /or services paid for by means of Maya Center.

3.3 The Sender shall not share his/her transaction data other than the beneficiary. In no event shall Maya or any of its agents be liable for any losses that may occur if the Sender communicates data to any person other than his/her intended Beneficiary.

4. DISPUTES

4.1 In no event shall Maya be liable for any loss and damage, claims, liabilities, actions or proceeding arising from delay, non-payment, or underpayment of this money transfer. Maya maintains a strict No Reversal Policy for all Maya Center transactions. For any disputes, Customer should notify Maya fifteen (15) days from date of the transaction, whether in writing or through Maya’s official channels. However, this will not be a guarantee that the Transaction will be reversed. Once the Beneficiary receives the remitted money, Maya cannot reverse such.

4.2 In following the Transaction Slip filled out by the Customer, Maya shall not be liable for any loss and damage, claims, liabilities, actions or proceeding arising from delay, non-payment, or underpayment of this money transfer for any reason whatsoever.

4.3 If any remittance remains unclaimed, Sender may contact our Customer Service for assistance. For Claim Anywhere, if remittance is unclaimed by the beneficiary after 60 days, the remittance shall be expired. Only the Sender shall be able to claim the remittance from the Maya Center. The fee paid for the remittance transaction will not be refunded by Maya.

5. FRAUDULENT TRANSACTIONS

5.1 Maya shall have the right to automatically suspend or block the transaction in the event that Maya has reason to believe that the transaction may be illegal or used for fraudulent or suspicious businesses or by an unauthorized person.

5.2 Maya may, but shall not have the obligation to, inform the Customer prior to suspending or blocking the transaction pursuant to this clause. The Customer acknowledges the authority of Maya to suspend or block the transaction and accordingly, the Customer shall hold Maya free and harmless against any and all consequences of such suspension or blocking, or any loss or damage which the Customer may suffer as a result thereof.

5.3 Maya shall have the right to hold, reverse/ set-off transactions if proven to be fraudulent or to be considered abuse of Maya’s services and/or promos.

5.4 If remittance was suspended or blocked or there are claims of fraud, Maya cannot disclose any information to the Beneficiary nor the Customer except by Order of the Courts, in compliance with the Data Privacy Laws of 2012.

6. PRIVACY NOTICE

The Customer authorizes Maya and/or any of its Agents to disclose to third parties any and all information he/she has provided above and consent to the use and processing of such information by Maya and/or any of its agents or third parties in connection with the transaction or any investigation in relation thereto.

The Customer agrees and binds himself to the Privacy Notice and Statement of Maya found in this site:
https://maya.ph/mayacenter/privacy-policy/.

7. CUSTOMER RELATIONS

At Maya, we consider our customer’s financial questions, needs and feedback as very important. If you have any concerns about a procedure or have encountered a problem with our service, we will do our best to address it within 10 days. Should your concern require more time to be resolved, we will update you every step of the way.

You may contact our Customer Service numbers at Hotline No. 15177 (Toll free via Smart / Sun / TnT) and/or 1-800-10-845-7777 (Toll free via PLDT) or (+632) 8-845-7777 (via Hotline).

PayMaya Philippines Inc. is regulated by the Bangko Sentral ng Pilipinas. www.bsp.gov.ph

8. CORPORATE GOVERNANCE

Maya’s business activities are regulated by its own internal business rules and Corporate Governance policies which are compliant with applicable anti-corruption laws. Maya’s policies and internal controls are designed to prevent bribery from occurring, avoid appearance of wrongdoing and enable Maya personnel to respond promptly and effectively to any inquiries about its conduct. In case of any violation of the Corporate Governance policies by Maya, its Stockholders, Directors, officers, employees or agents, any party may report the same to Maya’s Corporate Governance Office, by sending an e-mail to goodgovernance@paymaya.com or by calling +632 8424-1803, from 9am to 6pm, Philippine Time, Mondays through Fridays, except holidays.

ANNEX: TABLE OF FEES AND CHARGES

LOCAL REMITTANCE (SEND & CLAIM MONEY SERVICES) RATES AND SERVICE FEES*

A service fee worth Php 30.00 will be charged for send transactions up to Php 1,000.00. Another Php 15.00 will be charged for every additional amount of up to Php 500.00.

SERVICES RATES
Sending Money
(Smart Padala)
A service fee worth Php 30.00 will be changed for send transactions up to Php 1,000.00.
Another Php 15.00 will be charged for every additional amount of up to Php 500.00.
Claiming Money Free of charge
Remit to Account (to Bank Account/E-wallet) 2%

BILLS PAYMENT RATES AND SERVICE FEES*

SERVICES RATES
Bills Payment Amount of the bill + Biller Convenience Fee*
  *From Php 0.00 – Php 20.00

PREPAID LOAD RATES AND SERVICE FEES*

PRODUCT RATES
Smart Airtime Load
Globe Airtime Load
Load Amount Value
Cignal Load Load Amount Value + Php 10.00 Convenience Fee
Gaming Pins For Load Denominations below 100: Load Amount Value + Php 5.00 Convenience Fee
For Load Denominations 100 and above: Load Amount Value + Php 10.00 Convenience Fee
Beep Load Load Amount Value + Php 10.00 Convenience Fee

MAYA CASH IN / CASH OUT RATES AND SERVICE FEES*

SERVICES RATES
Cash In to Maya A service fee worth Php 15.00 will be changed for Cash In transactions up to Php 1,000.00. Additional Php 7.50 will be charged for every additional amount up to Php 500.00.
Cash Out (Encashment from Upgraded Maya Account) 1.5%

MAYA CARD RATES AND SERVICE FEES*

PRODUCT RATES
Maya Contactless Card As posted in maya.ph/terms-and-conditions

*Rates and Service Fees above are subject to change with proper notice before implementation. Advisories and/or announcements may be given through different Maya Center Channels including, but not limited to, the Website and Social Media.

The Terms & Conditions will take effect on May 29, 2022