Terms of use
The rules for accessing and using our digital services, evidence of operations, complaint handling deadlines and your escalation routes.
Demonstration document. This text illustrates the structure and level of detail expected. It is not legal advice and must be drafted, checked and approved by BGFIBank Cameroun's legal counsel and Data Protection Officer before any publication.
1. Purpose and acceptance
These terms of use govern access to the bgfibank.cm website and the use of BGFIBank Cameroun SA's digital services reachable from it, in particular BGFIOnline internet banking, the account opening portal and the MyBGFIBANK CM mobile application.
Using these services constitutes acceptance of these terms. They supplement, and do not replace, the account agreement and the specific conditions signed between the customer and the bank. Where there is any divergence, the signed contractual documents prevail.
2. Access to the services
Access to transactional services is reserved for customers holding a current agreement and valid credentials. Access to the information pages of this site is free and open.
Connection and equipment costs remain the user's responsibility. The bank recommends using an up to date operating system and browser.
The bank publishes the exhaustive list of its official addresses and applications on the Official channels page. Users are invited to consult it before entering any credential.
3. Credentials and security
Credentials and personal codes are strictly confidential and personal. The user undertakes not to disclose them to anyone, including anyone presenting themselves as a bank employee.
The bank never asks for the secret code, the password or a validation code received by SMS, through any channel whatsoever.
The user must inform the bank without delay of any loss, theft, misuse or suspected compromise of credentials, by telephone on +237 233 43 22 00 or from the Complaints page.
4. Operations and evidence
Operations validated using the user's credentials and, where applicable, a strong authentication device, are deemed to originate from that user.
Electronic records kept by the bank under reasonable security conditions constitute evidence of operations and communications between the parties. The user may obtain a copy under the conditions set out in the account agreement.
Instructions are executed within the timescales and cut off times published in the pricing conditions in force, subject to available funds and applicable regulatory controls.
5. Service availability
The bank takes reasonable steps to ensure the availability and continuity of its digital services, without guaranteeing uninterrupted access.
Interruptions may occur for maintenance, updates or in cases of force majeure. Planned interruptions are notified in advance on the site and in the application where possible.
In the event of prolonged unavailability, operations may be carried out in branch or by telephone.
6. Pricing and conditions
The pricing conditions applicable to digital services are set out in BGFIBank Cameroun's pricing conditions in force, available in branch and provided at subscription.
Any pricing change is notified to the customer within the notice period provided for in the account agreement and by applicable regulation.
7. Personal data
The processing of personal data in connection with the digital services is described in the privacy policy, which forms an integral part of these terms.
The Data Protection Officer can be reached at dpo@bgfibank.cm. How to exercise your rights is set out in section 7 of the privacy policy.
8. Complaints and escalation
Any complaint about the digital services may be filed from the Complaints page, by telephone, by email, from the mobile application or with your branch. Whatever channel is used, the complaint is recorded in a single register and receives a tracking number.
- Acknowledgement48 working hours
- Response, straightforward case15 working days
- Response, complex case30 working days
Escalation. If the response does not satisfy you, or in the absence of a response within the stated deadlines, you may refer the matter to the Central African Banking Commission (COBAC), in accordance with COBAC Regulation No. 01/20/CEMAC/UMAC/COBAC on the protection of consumers of banking products and services.
This route is independent of the option of referring a matter to the data protection authority, described in section 11 of the privacy policy.
9. Changes to these terms
The bank may amend these terms to reflect legal, regulatory or technical developments, or changes to its service offering. The version in force is the one published on this page, with its effective date.
Previous versions are archived and can be provided on request, so that the bank is able to establish which version applied at any given date.
10. Governing law
These terms are governed by Cameroonian law and by the CEMAC regulations applicable to credit institutions.
Disputes fall within the jurisdiction of the Cameroonian courts, without prejudice to the amicable routes described in section 8.