Please read and accept this Privacy Policy if you wish to continue to use "PrimePay".
This privacy policy sets out how Prime Bank PLC will use and handle customer personal data, including any data collected through PrimePay. This Privacy Policy may change at any time in the future, and the customer's continued access to or use of PrimePay shall mean that the customer agrees to the changes.
PrimePay is a digital financial service platform offered by Prime Bank PLC to customers in Bangladesh.
1.1 Account refers to the customer account linked with PrimePay.
1.2 Customer refers to individuals authorized to use PrimePay.
1.3 User Email refers to the login identity used by the customer for accessing PrimePay.
1.4 OTP refers to the one-time password used for security verification, including transaction approval and device binding.
This Privacy Policy is applicable to personal information collected by the Bank directly from the customer or through PrimePay, electronic communications, connected banking systems, operational systems, and backend services used to provide PrimePay. The types of personal information PrimePay may collect, receive, process, store, or display include:
PrimePay may also process the following financial and service-related information:
Some information may be provided directly by the customer and some may be obtained from backend or core banking systems in order to validate, process, complete, monitor, and secure the services.
The Bank shall use the information collected through PrimePay to manage its business and provide banking and financial services through the application. Further, it shall enable the Bank to:
4.1 The customer can log in to PrimePay using their email address and password.
4.2 PrimePay may also allow biometric login on supported devices where the customer enables such a feature.
4. Biometric authentication is handled through Android and IOS device’s secure storage environment..
4.4 For ensuring additional security, PrimePay may use OTP verification for transaction approval and device binding.
4.5 The customer shall be responsible for maintaining the confidentiality of login credentials, OTPs, and access to the device used for PrimePay.
5.1 PrimePay may use biometric or fingerprint capability on supported devices only for enabling biometric login where the customer chooses to activate that feature.
5.2 Based on the information currently provided, PrimePay does not collect or use customer location; contacts; camera access; microphone access; SMS data; call logs; files or documents; or installed apps information for the services described in this Privacy Policy.
5.3 PrimePay may allow reports or statements downloaded from backend services to be saved to the customer's device.
The personal information collected by the Bank through PrimePay shall not be sold.
The Bank may disclose or share customer information where necessary and appropriate, including:
6.1 Where disclosure is required for providing the services requested by the customer.
6.2 Where information is required to be processed through internal banking, operational, or core processing systems.
6.3 Where disclosure is required for domestic payment, transfer, settlement, or related banking processes.
6.4 Where disclosure is required by law, regulation, court order, lawful request, or by regulatory, supervisory, governmental, or law enforcement authorities.
6.5 Where disclosure is necessary to prevent fraud, protect security, or protect the rights and interests of the Bank or its customers.
7.1 PrimePay allows customers to submit banking and payment instructions through the app.
7.2 Services available through PrimePay include FT, BEFTN, RTGS, POMS, PCMS, NPSB, BILL PAY and MFS, subject to the Bank's applicable rules, limits, and domestic payment channels.
7.3 Fund transfer instructions initiated through PrimePay may be subject to maker, checker, and authorizer workflow, approval controls, and other verification requirements before processing.
7.4 Actual debit, credit, settlement, and execution of transactions are carried out through backend and core banking systems and applicable domestic payment channels.
7.5 The customer is responsible for ensuring that the transaction details submitted through PrimePay are correct.
7.6 PrimePay currently supports domestic services only.
8.1 Eligibility
Bill Payment Service is available to customers of the Bank who are authorized to use PrimePay and such service shall cover bill payments of different billers as made available by the Bank from time to time.
8.2 Scope of the Service
The Bank may provide Bill Payment Service to customers through PrimePay for initiating, reviewing, approving, and processing bill payment instructions in accordance with the Bank's applicable process, service availability, and internal controls.
8.3 Instructions and Approval Process
8.3.1 The customer, through PrimePay, may initiate bill payment instructions by providing the required payment details, including biller information, payment amount, account information, and other related data as required by the Bank.
8.3.2 Bill payment instructions submitted through PrimePay may be subject to maker, checker, and authorizer workflow, approval controls, and other verification requirements before processing.
8.3.3 The customer is responsible for ensuring that the bill payment details submitted through PrimePay, including biller details, account details, and payment amount, are correct. The Bank shall not be responsible for any error arising from incorrect information submitted by the customer.
8.3.4 Bill payment instructions may not be processed where funds are insufficient, service conditions are not met, approval is incomplete, or the instruction does not satisfy the Bank's operational, security, or internal control requirements.
Protecting the confidentiality of customer information is very important to us. The Bank has established reasonable administrative, technical, electronic, and procedural safeguards to protect information collected from or about customers.
These safeguards may include:
The Bank continuously reviews and enhances its security practices to maintain an appropriate level of protection for customer information.
The Bank retains personal, financial, transactional, and operational information only for as long as necessary for service delivery, recordkeeping, security, fraud prevention, business operations, and compliance with legal, regulatory, audit, and internal control requirements.
Retention periods may vary depending on the type of information, applicable law, regulatory requirements, internal policy, and operational need.
Customers may contact the Bank through the official PrimePay support channels for enquiries relating to personal information, account-related requests, or privacy concerns.
Where permitted by applicable law and internal requirements, customers may request correction or update of inaccurate information. Certain information may continue to be retained where required for banking operations, legal compliance, fraud prevention, security, audit, or regulatory purposes.
Customers may also contact the Bank outside the app for account-related requests through the official contact channels of PrimePay.
"Customers can terminate the Services by visiting any branch of the Bank and on submission of a written termination letter/instruction."
This means in PrimePay, service/account closure is done:
PrimePay may send service-related communications, security alerts, transaction-related notices, and other operational messages necessary for the use of the services.
Where promotional or marketing communications are provided, such communications shall be subject to applicable internal practices and legal requirements.
PrimePay may connect with third-party or external service environments necessary for app operation, technical support, and analytics. The Bank is not responsible for the privacy practices of third-party services that are not directly operated by the Bank.
Customers should review the applicable policies of such third parties where relevant.
15.1 Any complaints in connection with the Services should be directed to the Bank's Contact Center as described above.
15.2 Except for the Bank's Contact Center, Customer can also notify the Bank by visiting any Bank branch where Customer have opened an account.
15.3 Please ensure that all customer's details, including customer's address is accurate and up-to-date as all correspondence shall be sent to the address given to the Bank. In case of a change in address or any details, Customer is required to inform the Bank immediately.
15.4 The Bank shall in no way be responsible for any act or omission that occurs as a result of Customer failing comply with the clauses of this terms and conditions document.
16.1 The Customer shall keep the PrimePay Password, OTP, device access, and other security credentials confidential and shall not share them with any other person.
16.2 The Customer should use a strong password, change it regularly, and avoid easily guessed information.
16.3 The Customer must not allow any other person to use PrimePay on his or her behalf and must take reasonable care to protect access to the Services.
16.4 The Customer acknowledges that internet-based services involve inherent security risks, and the Customer agrees to comply with any additional security requirements communicated by the Bank from time to time.
The Bank reserves the right to change, modify, or update this Privacy Policy at any time. Notification will be provided only in relation to any change, modification, or update to this Privacy Policy.
The Bank welcomes customer enquiries, feedback, and complaints, which help improve services and privacy practices.
Should you have any questions concerning this Privacy Policy, please contact PrimePay support through the official PrimePay contact channels. You may call 16218 or email us at primepay@primebank.com.bd.