Fibani

1. Definitions

In these Terms and Conditions:

• "FirstBank", "the Bank", "we", "our" or "us" means First Bank of Nigeria Limited.
• "Fibani" or "the Service" means FirstBank's virtual assistant, including its conversational, automated, artificial intelligence and related self-service capabilities made available through approved FirstBank channels.
• "Customer", "you" or "your" means any individual who accesses or uses Fibani.
• "Authenticated Customer" means a customer whose identity has been verified through the authentication process made available on Fibani.
• "Unauthenticated Customer" means a person using Fibani without completing customer authentication.
• "Instruction" means any request, selection, command, confirmation, information or transaction instruction submitted through Fibani.
• "Personal Data" has the meaning assigned under applicable Nigerian data-protection law.
• "Conversation Data" means prompts, messages, selections, responses, feedback and other information exchanged during a Fibani session.

2. Scope of Fibani

Fibani allows customers and other users to obtain information, make enquiries and access supported FirstBank services through a conversational interface.

Services available through Fibani may include:

• General product and service enquiries.
• Frequently asked questions and customer-support information.
• Account-related enquiries, subject to successful authentication.
• Transaction enquiries and transaction history, where available.
• Funds transfers, payments and other financial transactions, where enabled.
• Card-related services.
• Complaints and dispute initiation or tracking.
• Branch, ATM and service-location information.
• Customer feedback and service-rating collection.
• Referrals or escalation to an authorised FirstBank representative.
• Other services that FirstBank may introduce from time to time.

Some services may only be available to Authenticated Customers. Fibani will request authentication before displaying confidential account information or processing a transaction that requires identity verification.

FirstBank may introduce, modify, restrict, suspend or discontinue any Fibani service, subject to applicable law and regulatory requirements.

3. Authentication and Account Access

• You may access general information on Fibani without authentication.
• Where your request involves confidential information, an account-specific enquiry or a financial transaction, you may be required to complete an approved authentication process.
• You must provide only information relating to an account you are authorised to operate.
• You must not attempt to access another person's account, information or transaction history.
• Successful authentication authorises Fibani to make available eligible services and information associated with the authenticated customer, subject to the Bank's controls.
• Authentication does not prevent the Bank from carrying out additional verification where this is required for security, fraud prevention, legal, regulatory or compliance purposes.
• FirstBank may refuse, delay or discontinue an authenticated session where it suspects unauthorised access, fraud, identity compromise or non-compliance with these Terms.

4. Use of Account Numbers and Other Customer Information

Where an account-specific service is selected, Fibani may request that you provide or select an account number.

By providing or selecting an account number, you:

• Confirm that the account belongs to you or that you are authorised to operate it.
• Authorise FirstBank to use the account number to identify the relevant account and process your request.
• Understand that additional authentication may be required before account information is disclosed or a transaction is completed.
• Agree not to submit another person's account number unless you are lawfully authorised to do so.
• Understand that sensitive information should only be entered when specifically requested through an approved Fibani interaction.

FirstBank will process account numbers and related information in accordance with applicable laws, the Bank's privacy policy and approved retention and security requirements.

5. Customer Instructions and Confirmations

• You are responsible for ensuring that information provided to Fibani is accurate, current and complete.
• Before confirming a financial transaction, you must review the transaction details displayed, including the account, beneficiary, amount, fee and narration, where applicable.
• A transaction will only be treated as authorised after the required authentication and confirmation steps have been completed.
• You authorise FirstBank to act on Instructions received through an authenticated Fibani session.
• FirstBank may reject or delay an Instruction where:
  • the information provided is incomplete or inaccurate;
  • authentication is unsuccessful;
  • the account has insufficient funds;
  • the requested service is unavailable;
  • the Instruction exceeds an applicable limit;
  • further verification is required; or
  • processing the Instruction may breach legal, regulatory, fraud-prevention or compliance obligations.
• Where a transaction status is unclear, you should verify your account or contact FirstBank before attempting the transaction again.

6. Artificial Intelligence and Automated Responses

Fibani may use artificial intelligence and automated technologies to understand enquiries and generate or retrieve responses.

You acknowledge that:

• Fibani's responses are intended to provide general assistance and access to supported FirstBank services.
• An automated response may not fully understand every request, especially where the information supplied is incomplete, ambiguous or outside Fibani's supported scope.
• Fibani may ask additional questions, present options, request that you rephrase your enquiry or transfer you to another support channel.
• Information displayed by Fibani should not be regarded as independent legal, tax, investment or other professional advice.
• Where a response affects a financial decision or appears inconsistent with your account information, you should verify the information through an authorised FirstBank channel.
• FirstBank may review and improve Fibani's responses, controls and supported journeys from time to time.

Fibani must not represent an unverified or automatically generated response as confirmation that a financial transaction has been completed. Transaction completion should be supported by an appropriate success message, transaction reference or confirmation from the Bank's processing system.

7. Conversation History, Context and Session Management

• Fibani may retain conversation context during a session to provide a coherent response and avoid requiring you to repeat information unnecessarily.
• Conversation context may be cleared when a session expires, you log out, authentication ends or the session is terminated for security reasons.
• You may be required to authenticate again before continuing an account-specific request.
• A previous message, draft transaction or unfinished request does not constitute a completed Instruction.
• FirstBank may retain Conversation Data where necessary for service delivery, complaint management, fraud prevention, security, audit, regulatory compliance and service improvement, subject to approved retention requirements.
• For your protection, you should end the session after completing your request, particularly when using a shared device.

8. Security Responsibilities

You must:

• Keep your passwords, PINs, one-time passwords, tokens, card details and other authentication credentials confidential.
• Never disclose your PIN, password, token or one-time password to Fibani unless the specific credential is requested through an approved and secure authentication interface designed for that purpose.
• Not share screenshots, session information or transaction details with unauthorised persons.
• Use only approved FirstBank channels to access Fibani.
• Notify FirstBank immediately if you suspect that your account, device or authentication credentials have been compromised.
• Ensure that the device used to access Fibani is reasonably secure and under your control.
• Not use Fibani to introduce malicious software, attempt unauthorised access, disrupt the service or circumvent security controls.

FirstBank will never request your complete password, PIN, token code or card security details through an ordinary chat message.

9. Complaints, Disputes and Human Support

• Fibani may allow you to submit a complaint, initiate a transaction dispute, check an existing complaint or request further assistance.
• You may be required to provide an account number, select a transaction and supply additional information relevant to the complaint.
• Only active or eligible disputes available for the selected account may be displayed.
• Submission of a complaint does not, by itself, confirm that the complaint has been resolved or that a refund has been approved.
• A complaint or dispute is considered successfully logged only when Fibani provides a complaint or reference number, or another confirmation recognised by FirstBank.
• Where Fibani cannot complete a request, the matter may be transferred or referred to an authorised FirstBank support channel.
• You must not submit false, misleading, abusive or fraudulent complaints.

10. Customer Feedback and Service Ratings

Fibani may request feedback or ask you to rate your experience.

Where you provide a rating or comment:

• FirstBank may process the feedback to assess service quality, identify unsuccessful or unanswered enquiries and improve Fibani.
• Where you provide a low rating, Fibani may request additional information, including an account number or contact details, to enable authorised personnel to investigate and follow up.
• Provision of additional information for follow-up must be clearly explained at the point of collection.
• Access to identifiable feedback should be restricted to authorised persons with a legitimate need to review or resolve the matter.
• Feedback must not include passwords, PINs, one-time passwords, card security codes or other authentication credentials.

11. Prohibited Use

You must not use Fibani:

• For unlawful, fraudulent, abusive, threatening or misleading purposes.
• To impersonate another person.
• To access or attempt to access another customer's information.
• To transmit malicious code or interfere with Fibani's operation.
• To test, probe, reverse-engineer or circumvent security controls without written authorisation.
• To submit confidential information belonging to another person without lawful authority.
• To generate or distribute content that infringes another person's rights.
• For resale, unauthorised commercial exploitation or automated high-volume access.

FirstBank may restrict or terminate access where it reasonably suspects a breach of these requirements.

12. Service Availability

• FirstBank will take reasonable steps to make Fibani available, but does not guarantee uninterrupted or error-free availability.
• The Service may be unavailable or delayed because of maintenance, network failure, third-party service interruption, capacity limitations, security events or circumstances outside FirstBank's reasonable control.
• Where Fibani is unavailable, customers may use other authorised FirstBank service channels.
• An unavailable or interrupted session does not mean that a previously initiated transaction failed. You should confirm the transaction status before repeating it.

13. Third-Party Services

Some services accessible through Fibani may be supported by third-party service providers.

Where applicable:

• Relevant third-party terms may apply.
• FirstBank may transmit the minimum information necessary to provide the requested service.
• FirstBank will require relevant service providers to handle information in accordance with applicable contractual, confidentiality, security and data-protection obligations.
• Services outside FirstBank's direct control may be subject to additional limitations or availability conditions.

14. Fees and Charges

• Access to Fibani may require internet or telecommunications services for which your service provider may charge you.
• Banking, transaction, convenience, statutory or regulatory charges may apply to services completed through Fibani.
• Applicable charges should be disclosed before transaction confirmation where required.
• By confirming a transaction after applicable charges have been displayed, you authorise FirstBank to debit the relevant account with those charges.

15. Data Processing and Privacy

FirstBank is committed to protecting your privacy and processing your personal and financial information transparently.

To operate Fibani, FirstBank may collect and process information including:

• Your name and contact information.
• Account information supplied or selected during an interaction.
• Authentication and session information.
• Conversation Data, prompts, responses and customer selections.
• Transaction and service-request details.
• Complaint, dispute and feedback information.
• Device, channel, security and technical information.
• Other information reasonably required to provide the requested service.

FirstBank may process this information to:

• Provide and administer Fibani services.
• Authenticate customers and protect accounts.
• Process Instructions and transactions.
• Prevent, detect and investigate fraud, misuse and security incidents.
• Respond to enquiries, complaints and disputes.
• Monitor service quality and improve Fibani's performance.
• Maintain appropriate records and audit trails.
• Comply with legal, regulatory and contractual obligations.
• Protect the legitimate interests of customers and FirstBank.

FirstBank may share information with authorised members of its group, regulators, law-enforcement authorities, professional advisers, technology providers and other approved service providers where necessary and legally permitted. Only information reasonably necessary for the applicable purpose should be shared.

Personal information will be retained in accordance with applicable legal, regulatory and approved records-retention requirements.

16. Confidentiality

FirstBank will apply reasonable organisational and technical measures to protect information processed through Fibani from unauthorised access, loss, alteration or disclosure.

However, you are responsible for maintaining the confidentiality of information displayed on your device and for preventing unauthorised persons from accessing your Fibani session.

17. Limitation of Liability

Subject to applicable law, FirstBank will not be responsible for loss arising directly from:

• Inaccurate or incomplete information provided by you.
• Disclosure or compromise of your credentials resulting from your failure to protect them.
• Unauthorised access occurring before you notify the Bank of a suspected compromise.
• Use of an unofficial or fraudulent channel falsely represented as Fibani.
• Failure of a telecommunications network, customer device or third-party service outside FirstBank's reasonable control.
• Your failure to review transaction details before confirmation.
• Repeating a transaction without first checking the status of an earlier attempt.

Nothing in these Terms excludes liability that cannot lawfully be excluded or limited.

18. Suspension and Termination

FirstBank may suspend, restrict or terminate access to Fibani where:

• It is necessary to protect a customer, account or the Bank.
• Fraudulent, unlawful or unauthorised activity is suspected.
• You breach these Terms.
• Required by law, regulation, a court or a competent authority.
• The Service is being modified, withdrawn or replaced.
• A technology or security event makes continued access unsafe.

Suspension or termination will not affect completed transactions, accrued rights or outstanding obligations.

19. Amendments

FirstBank may amend these Terms to reflect changes to Fibani, applicable law, regulation, security requirements or business processes.

Where required, updated Terms will be presented through an appropriate channel. Continued use after the effective date of the updated Terms constitutes acceptance, subject to applicable law.

20. Governing Law and Jurisdiction

These Terms are governed by the laws of the Federal Republic of Nigeria.

Any dispute arising from or relating to the use of Fibani will be subject to the jurisdiction of the courts of the Federal Republic of Nigeria, unless otherwise required by applicable law.

21. Acceptance

By clicking "Accept", initiating a Fibani interaction or continuing beyond the acceptance screen, you confirm that:

• You have read and understood these Terms.
• You agree to be bound by them.
• Information provided by you will be accurate and lawfully provided.
• You understand that account-specific services may require authentication.
• You consent to the processing of your information as described in these Terms and the applicable FirstBank privacy notice.