What are the scenarios in which a user will not be covered under the Money-back Guarantee Policy?

These are the scenarios in which a user will not be covered under the Money-back Guarantee Policy:

1. When the unauthorised transaction is not made through the TNG eWallet.
2. When duplicated claims are made. For example, if the user has filed a claim with the credit card company, TNG Digital would not accept the duplicated claim made to us.
3. When the user has authorised a third party to access their eWallet account. If they conduct any transaction, then the user will be responsible for their actions.
4. When the intention of fraud or negligence is found.
5. When the user fails to provide all the required information and documents.
6. When the unauthorised transaction occurs under unforeseeable circumstances, including but not limited to natural disasters, war, terrorist attacks and/or civil unrest.
7. When the unauthorised transaction occurs as a result of a third-party terminal or system error which the user is well aware of. For example, hacking attempts, bank system upgrades, and telco downtime.
8. When there is a legal restriction that prevents the user to make any claims.
9. When the user’s mobile phone is rooted or jailbroken.
10. When the user’s TNG eWallet is downloaded from illegitimate sources.
11. When an accidental and/or erroneous reload is done by the user.
12. When a user mistakenly made a P2P transfer to a third party.