A user will not be covered under the Money-back Guarantee policy in the following cases:
- The unauthorised transaction was not made through TNG eWallet.
- Duplicate claims are filed. For example, if a claim has already been made with a credit card company, TNG Digital will not accept a separate claim.
- The user has authorised a third-party to access their eWallet account to make the transaction.
- Fraud or negligence is uncovered during the investigation.
- The required information and documents—such as a police report and any other supporting documents—are not fully provided. (Note: A police report is not required if the unauthorised transaction involves your Touch 'n Go eWallet Visa card.)
- The unauthorised transaction occurs due to unforeseeable circumstances, such as natural disasters, war, terrorist attacks, or civil unrest.
- The transaction results from a third-party terminal or system error that the user was aware of (e.g., hacking attempts, bank system upgrades, or telco downtime).
- There is a legal restriction preventing the user from making a claim.
- The user's mobile phone is rooted or jailbroken.
- The TNG eWallet app was downloaded from an illegitimate source.
- An accidental or erroneous reload is made by the user.
- The user mistakenly transfers funds to a third party, including scam-related transfers.