GCash Terms and Conditions

Welcome to GCash. Please read these terms and conditions(“Terms” or “Agreement”) before completing the registration for an account with GCash. These Terms shall govern your access to and use of the GCash products and services, the GCash Card, GCash Website, GCash App, and all other associated services (individually,“GCash Service” or collectively, “GCash Services”). By registering for GCash or using the GCash App, you accept and agree to be legally bound by these Terms and the terms of each GCash Service you avail of.

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Please also read the GCash Privacy Notice and Acceptable Use Policy before using the GCash App. The Privacy Notice sets out the purpose and manner of the collection, processing, and sharing of your personal data when you avail of the GCash Services, while the Acceptable Use Policy defines the rules you must comply with when using the GCash App. If you do not understand or do not wish to be bound by these Terms, the Privacy Notice, or the Acceptable Use Policy, do not proceed with accessing the GCash App and using the GCash Services. Further, you acknowledge that you understand and agree to be governed by the terms and conditions of each GCash Service you use.

These Terms take effect upon your download, activation, or use of GCash and remain valid until terminated by either you or us. However, certain provisions shall survive termination, as required by law, regulation, or the nature of their operation.

GCash reserves the right to modify these Terms at anytime. If there is a material change to these Terms, GCash will provide you with sixty (60) days’ advance notice before such change takes effect. A change is considered ‘material’ if there is a significant alteration or modification in relation to your use of the GCash App, as may be required by our regulators or applicable laws.  You signify your acceptance of the modified Terms if you continue accessing or using the GCash App after you have been notified of such changes.

Any non-English version of these Terms is provided for convenience. In case of any conflict in translation or interpretation, the English version shall prevail.

Under these Terms, the terms “GXI”, “GCash”, “GCash Group”, “we”, “us”, and “our” refer to G-Xchange, Inc. (GXI) including its directors, officers, employees, representatives, partners, service providers, affiliates, successors, and assigns. “User”, “you”, and “your” refer to the individual who uses the GCash App and registers for, and avails of the GCash Services, and/or the GCash Card.

G-Xchange, Inc. (GCash) is regulated by the Bangko Sentral ng Pilipinas (BSP).

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1. Definitions

1.1 “Biller” means the utility company or similar entity accredited by GCash to accept bills payment using GCash App.

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1.2 “Biometric” means the User’s measurement and analysis of unique physical or behavioral characteristics (such as the face, fingerprint, or voice patterns), especially as a means of verifying personal identity.    

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1.3 “Cash-in” means the process of loading cash into the GCash Wallet.

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1.4 “Cash-out” means the process of withdrawing cash from the GCash Wallet.

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1.5 “Claim(s)” means all claims, demands, losses, costs, expenses, damages, or liabilities of any kind, including suits, actions, assessments, judgments, payments, fines, interest, penalties, and other charges, including all reasonable attorneys’ fees and costs of investigation, litigation, settlement, or judgment.

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1.6 "Deactivate" or "Deactivation" refers to the permanent or indefinite restriction or disabling of  User's GCash Account, either in whole or in part, which may be imposed due to violations of these Terms, security concerns, regulatory compliance, User’s request, other justified reasons as specified in these Terms, or as determined by GCash, and as a result, the GCash Account will be classified as “Deactivated Account”.

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1.7 “Fully-verified Account” refers to a GCash Account that has successfully completed the verification process, granting the User full access to GCash Services as well as higher transaction or wallet limits.

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1.8 “GCash” means a form of electronic money (“e-money”)that allows Users who registered to GCash Service to easily and conveniently send and receive cash as well as make payments electronically.

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1.9 “GCash Accredited Merchant” or “Merchant” means an establishment that accepts either GCash, GCash Card, or both as payment for the purchase of goods and services.

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1.10 “GCash App” means the GCash Service application running on mobile or wearable devices, where the User can avail of the GCash Service or make use of the GCash Wallet.

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1.11 “GCash Card” or “Card” means a prepaid card linked to a GCash Wallet, which can be used for online purchases, Point-Of-Sale(“POS”) purchases, and Automated Teller Machine (“ATM”) cash withdrawals. The card is also accepted by accredited Merchants worldwide.

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1.12 “GCash Group” refers to (i) GXI, (ii) its affiliates and subsidiaries, including Globe Fintech Innovations, Inc., and Fuse Lending, Inc.; (iii) GXI’s business partners, service providers, and other third-party partners contracted by it to conduct its business operations; and (iv) their respective shareholders, directors, officers, employees, agents, representatives, assigns, and anyone acting under their direction or on their behalf.

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1.13 “GCash Overseas User” refers to Filipino citizens residing outside of the Philippines who have a with a fully-verified GCash Overseas account.

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1.14 “GCash Partner Outlet” or “GPO” means establishments authorized by GCash to accept Cash-in and Cash-out transactions.

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1.15 “GCash Wallet” or “GCash Account” means an e-money instrument that stores Philippine Peso (₱) value, which resides in the GCash system. It is an account that is linked to the User’s mobile Subscriber Identity Module (“SIM”) card and which may or may not be evidenced by a physical GCash Card. Its functionalities include but are not limited to, fund transfers, payments for goods and services, airtime reloading, and balance inquiries. A GCash Wallet or GCash Account is not a multi-currency account and can only receive, transfer, and process transactions using Philippine Peso (₱).

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1.16 “GCash Overseas” means GCash Service that allows Filipinos to register for a GCash Account that is created outside of the Philippines using a non-Philippine SIM.

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1.17    “GCash Website” refers to GCash’s official webpage, where visitors are provided with information about GCash and GCash Services.  

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1.18 “Inactive Account” refers to a GCash Account that has either no monetary activity for at least six (6) months from the date of the last transaction or has had a zero (0) balance for at least six (6) months.

1.19 “Know Your Customer” or “KYC” means the process of establishing a User’s identity as required by the Bangko Sentral ng Pilipinas, also known as Customer Verification.

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1.20 “Mobile Personal Identification Number” or “MPIN” means the four (4)-digit security code nominated by the User and used for all GCash transactions. It is also used for both POS and ATM transactions.

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1.21 “One Time Pin” or “OTP” means an automatically generated numeric or alphanumeric string of characters sent to the User’s registered mobile number to authenticate a transaction or login session.

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1.22 “Personal QR/P2P QR / Transfer QR” means a specific QR code associated with a GCash Account that allows send-money transactions.

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1.23    “Short Message Service” or “SMS” means communications protocol allowing the interchange of short text messages between mobile phone or wearable devices. This includes the SMS or E-receipt sent to User’s GCash App inbox.

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1.24    “Suspend” or “Suspension” refers to the temporary restriction or disabling of a User' access to his GCash Account, either in whole or in part, which may be imposed due to violations of these Terms, security reasons, regulatory compliance, User request, other justified reasons as specified in these Terms, or as determined by GCash, and as a result, theGCash Account will be classified as “Suspended Account”.

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1.25 “Unauthorized Transaction” refers to any instance where a GCash Account or GCash Card is compromised and accessed by unauthorized individuals without the account owner's disclosure of confidential information(e.g., answers to security questions, MPIN, PIN, and/or OTP) and without any fault or negligence on the part of the account owner.

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1.26 “Unstructured Supplementary Service Data” or “USSD” means the protocol used by telecommunications companies to communicate with a service provider’s computers.

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1.27 “Unverified Account” or “Basic Account” refers to a GCash Account that has not undergone verification and is subject to limited access to GCash Services as well as lower transaction or wallet limits.      

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2. User Eligibility

2.1 You must be at least eighteen(18) years old to register for a GCash account. By registering, you represent and warrant that you are at least eighteen (18) years old and have the legal capacity to agree to these Terms.

2.2 If you are below eighteen(18) but above six (6) years old (“Minor”), your registration will require parental or legal guardian consent, and your use of GCash shall be governed by the terms and conditions of GCash Junior. However, even with parental or legal guardian consent, the parent or legal guardian shall remain the registered owner of the GCash Junior account and shall comply with and be bound by these Terms, as well as the laws applicable to Minors, including Republic Act No. 11930, otherwise known as the Anti-Online Sexual Abuse or Exploitation of Children (OSAEC) and Anti-Child Sexual Abuse or Exploitation Materials (CSAEM) Act.

2.3 Upon reaching eighteen (18)years old, you will be granted full access to all GCash services, and you acknowledge that these Terms shall remain binding for as long as your GCash Account remains active or subsisting.

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2.4 Those ages six (6) years old and below are not allowed to register and use any of the GCash Services.  GCash assumes no responsibility or liability for any misrepresentation regarding your age. Those aged six (6) years old and below are not permitted to register for or use any GCash Services. GCash assumes no responsibility or liability for any false or inaccurate representation regarding your age.

2.5 By registering, you and your parent or legal guardian, as applicable, represent and warrant that you meet the required age as specified above, a Filipino citizen, and have the legal capacity to agree to these Terms.

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3. Account Registration and Verification

3.1 When you accept these Terms, you create a GCash Wallet linked to your mobile number. Depending on the specific GCash Service you use, you will be asked to provide information such as your full name, present and/or permanent address, date of birth, nationality, source of funds, employment data, a photograph of yourself, and your signature, in accordance with the Know Your Customer (KYC) requirements of the Bangko Sentral ng Pilipinas. We may also verify your registration information through a third-party verification service provider, as we deem necessary. In some cases, we may also require additional details or information to aid in verifying your identity.

3.2 You agree to provide all necessary information and render all reasonable assistance and cooperation as required to complete the verification process. The information you provide will be used to determine your eligibility for GCash Services. We reserve the right to Suspend or Deactivate your access to your GCash Account and/or GCash Services if we are unable to obtain or verify your information. We will process your personal data in accordance with Republic Act No. 10173, also known as the Data Privacy Act of 2012, its implementing rules and regulations, and the issuances of the National Privacy Commission. To learn more about how we process your personal information and protect your privacy, please read the GCash Privacy Notice.

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3.3 You are responsible for providing accurate registration information, keeping your registration information up to date, and notifying us in the event of any changes to the same. In addition, as new GCash Services may become available or be offered on a select or promotional basis, supplementary information may be required from your end to enable or avail of the pertinent GCash Services. You are responsible for providing accurate and complete registration information, keeping it up to date, and notifying us of any changes. Additionally, as new GCash Services become available or are offered on a promotional or selective basis, supplementary information may be required to enable your access such GCash Services.

3.4 You represent and warrant that:

a) You have complied with the SIM registration requirements of Republic Act No. 11934,otherwise known as the SIM Registration Act; and

b) You are the registered owner of the SIM used for GCash App registration.

3.5 You have the option to obtain a GCash Card and link it to your GCash Wallet. GCash will store in its system all information related to your GCash Card, including but not limited to your transaction details. The GCash Card is only available for Philippine-registered GCash users and is subject to the terms and conditions set by the card issuer. For transactions utilizing Near Field Communication (NFC) technologies, you acknowledge and agree that such transactions shall be further subject to the terms and conditions of the card issuer

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4. Account Security

4.1 You shall keep your MPIN, GCash Card number, OTP, and other GCash Account credentials confidential and secure at all times. These must not be disclosed to anyone. You are responsible for ensuring the security of your GCash Wallet, GCash Card, SIM, and MPIN. Any transactions made using your GCash Account or GCash Card shall be conclusively presumed to have been made by you, and you shall be liable therefor.

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4.2 You agree to assume full responsibility and liability for all transactions made in your GCash Account. You acknowledge and agree that your MPIN is known only to you and that any transaction using your MPIN and/or OTP shall conclusively be presumed to be done by you.

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4.3 You agree that GCash, at its sole discretion, is entitled to act on instructions received from you through the GCash App upon entry of your MPIN or biometric authentication. You shall hold GCash free and harmless from any Claims arising from the use of your MPIN or OTP, unless such Claims result from the gross negligence of GCash.

4.4 The security, safekeeping, and proper use of your GCash Account, SIM, and GCash Card, as well as the confidentiality of your MPIN and OTP, shall be your sole responsibility.

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5. Nature and Use of GCash Wallet

5.1 The GCash Wallet is a reloadable e-money instrument. It is not a deposit account, and it is not covered by the Philippine Deposit Insurance Corporation (PDIC). It does not earn interest. However, it is subject to the rules and regulations of the BSP, the Anti-Money Laundering Act (AMLA), as amended, and  Republic Act No. 10173 or the Data Privacy Act of 2012, its implementing rules and regulations, and other related laws, rules, and regulations. The value loaded in your GCash Wallet may be used to transfer or send money between GCash Wallets via Peer-to-Peer/Person-to-Person (P2P) Express Send or Personal QR/P2P QR/Transfer QR, and purchase goods and services via Biometric payments, QR code payments, contactless payments, including payments utilizing NFCs, or POS/offline or online payment systems and technologies through the use of the GCash Card.

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5.2 To access all GCash features and services, you are required to undergo a verification process. GCash reserves the right to make any or all of GCash Services inaccessible if you fail to complete the verification process.

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6. Send Money Features

You can send or transfer money from your GCash Wallet to third parties using your GCash Account through the following send money features:

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6.1 Express Send is a send money feature that allows the User of a Fully-verified Account  to send money to another GCash user. If you are a GCash Overseas user, the Express Send feature only allows sending to users with a Fully-verified Account based in the Philippines.

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6.2 Personal QR is an alternative option within the Express Send feature. Instead of manually entering a mobile number, you can scan or upload a Personal QR. For GCash Overseas Users, the Personal QR feature only allows sending to users with a  Fully-verified Account based in the Philippines.

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6.3 Send Money to Bank ("Bank Transfer") is a feature that allows you to transfer funds from your GCash Wallet to partner banks or other e-money issuers. You may transfer funds immediately by providing the account details and completing the transaction, or you may opt to schedule the transfer at a later date or on a recurring basis using the GCash scheduled fund transfer feature. You can save the recipient's bank account details (i.e., account number, transfer date, and amount to be transferred), and GCash will automatically deduct the specified amount and transfer funds to your nominated bank account on the scheduled transfer date. Your GCash Wallet must have sufficient funds on the scheduled date of transfer. This feature is available to GCash Overseas users.

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6.4 Domestic Remittance ("GCash Padala") is a feature that enables User with a Fully-verified Account to send money to non-GCash users. To receive money, the recipient must register via the GCash App or claim the funds through any participating GCash partner outlet.

7. Cash-In and Cash-Out Transactions

7.1 You may Cash-in Philippine Peso (₱) value into your GCash Wallet through the following methods:

a) Mobile banking services, which allow you to transfer Philippine Peso (₱) funds from your eligible bank account into your GCash Wallet;

b) GCash Pera Outlet ("GPO"), where you may personally hand over Philippine Peso (₱) cash (bills or coins) to be credited to your GCash Wallet; or

c) Phone-to-Phone ("P2P") or Person-to-Person transfers, which allow you to transfer Philippine Peso (₱) funds from your GCash Wallet to another GCash Wallet.

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7.2 You may Cash-out your GCash funds to Philippine Peso (₱) through:

a) ATMs using your GCash Card at participating banks, subject to applicable bank charges; or

b) Any GPO, subject to minimum and maximum Cash-out amount limits as may be imposed by GCash.

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7.3 For GCash Overseas Users, you may Cash-in via GCash’s global partners. If you are a GCash Overseas User, you may link your GCash Account with partner banks and financial institutions and withdraw funds from such accounts through the GCash App.

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8. Transactions with Merchants

8.1 GCash allows you to pay for products and services both online and in-store. It offers various payment options to facilitate transactions with GCash Accredited Merchant.

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8.2 When you use GCash to pay for your purchases, you authorize us to deduct the total amount payable to the Merchant from your GCash Wallet and share transaction details with the Merchant as necessary to complete your payment.

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8.3 You are expected to exercise due diligence when transacting with Merchants and to ensure that you only engage with reputable sellers. You acknowledge and agree that your purchases are made at your own risk.

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8.4 GCash makes no representations or warranties of any kind, express or implied: (i) about the quality, quantity, completeness, fitness for a particular purpose, and/or results of the Merchants’ products or services paid for by the User through GCash or made accessible by GCash to the Users through the GCash App; (ii) on how you will receive the products and/or services that you purchased from the Merchant; or (iii) for any remedies on undelivered products and services, or any defects, damages, and after-sales services. Transactions you have with a Merchant shall be subject to that Merchant’s terms and conditions, including their terms and processes for purchase, return, and refund.

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8.5 You may agree with a Merchant to use GCash as the payment channel for future purchases with that Merchant. This agreement is between you and the Merchant and allows the Merchant to deduct funds from your GCash Wallet with your authorization on a one-time or recurring. Types of automatic payments you may arranged with a Merchant or with GCash include those referred to as "billing agreement," "subscription," "recurring payment," "reference transaction," "pre-authorized debit", "preauthorized transfer" or "preapproved payment."

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8.6 You may cancel an automatic payment up to two (2) business days before the next scheduled payment via your account settings or by contacting the Merchant directly. Once canceled, all future automatic payments under your agreement with that Merchant will be stopped. Canceling an automatic payment does not release you from any obligation to the Merchant. You may still owe the Merchant for products or services already received but not yet paid for, and you may be required to settle such obligations through alternative payment methods.

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8.7 You acknowledge that GCash solely serves as your payment channel and is not involved in any transactions with Merchants. Furthermore, you recognize that GCash does not represent any Merchant. Except in cases of its direct and sole gross negligence, GCash bears no responsibility or liability for any acts, omissions, or issues arising from your transactions with Merchants. Accordingly, you agree to indemnify, defend, and hold the GCash Group harmless from any Claims related to your transactions with Merchants using the GCash App

9. Bill Payments and Scheduled Transactions

9.1 Payment of bills does not require a printed receipt from the biller. GCash shall onboard billers to accept payments through its bills payment service. To complete a transaction, the User selects the biller, enters the payment details and amount, and reviews a summary page displaying the transaction details, including any applicable fees and charges imposed by GCash as the payment channel. Upon confirmation, an SMS or E-receipt will be sent to the User’s GCash Account as proof of the completed payment.

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9.2 The use of your MPIN upon log-in to GCash Account shall be sufficient evidence that you have authorized the payment transactions. The transaction reference number in the SMS/E-receipt shall serve as your proof of payment to the biller.

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9.3 Erroneous transactions shall be considered successful and shall follow a "no refund" policy if, after investigation by GCash, the erroneous transaction is proven to be due to the User’s mistake or error (e.g., input of incorrect recipient details or biller selection). The result of GCash’s investigation shall be final and conclusive.

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9.4 You may pay your bills immediately, at a later date, or on a recurring schedule through GCash’s scheduled bills payment service. You can save biller details (i.e., account number, due date, and amount due), and GCash will automatically deduct the specified amount and remit your payment to your nominated biller on the scheduled payment date. Your GCash Wallet must have sufficient funds on the scheduled payment date. The bills payment service is available to GCash Overseas Users.

10. Pinoy Channel

Pinoy Channel is a feature that allows GCash Overseas Users to access the mini-program platform of Merchants within the GCash App. With Pinoy Channel, Users can access, register, sign in, transact, and pay the Merchants using GCash. Payments for transactions with Merchants will be deducted from the User’s GCash Wallet.

11. Airtime Load and Micropayments

11.1 Loading of airtime credits and/or payment of products and services to Merchants using funds from a GCash Wallet shall be available via keyword-based commands or menu-based transactions. This feature is also available to GCash Overseas Users.

11.2 For USSD, the SMS confirmation sent to the User shall serve as sufficient evidence that the User authorized the transaction and therefore cannot be disputed. The same rule shall apply for menu-based transactions once the User enters their MPIN. In both cases, the transaction reference number in the SMS/E-receipt confirmation shall serve as the User’s proof of payment.

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‍12. Account Limits

12.1 User’s GCash Wallet is subject to transaction and/or GCash Wallet limits (“Limits”). The Limits are applied on a per User basis and not on a per-wallet basis. GCash will set a maximum number of GCash Wallets per User. Once this limit is reached, GCash will prevent the creation, usage, or access to additional GCash Wallets. If a User has multiple GCash Wallets under his name, Limits shall be shared across all the GCash Wallets linked to the User’s profile. To know more about transaction limits, please read the transaction limits FAQs.  

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12.2 Only a maximum of three (3) GCash Cards may be linked to a User’s GCash Wallet.

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12.3 GCash may:

a) decline succeeding transactions or Suspend all or any GCash Services when Limits are reached;

b) charge the User an over-limit fee if the Limits are reached or exceeded in a given month or within such period as determined by GCash. The over-limit fee is be applied to every successful transaction in excess of the Limits and will be automatically deducted from the User’s GCash Wallet, and/or

c) increase or decrease the Limits.

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13. GScore

GCash will generate your GScore to determine your eligibility to avail yourself of the wide range of GCash Services. To know more about GScore, please read the GScore FAQs. 

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14. Account Activation and Deactivation

14.1 GCash has the prerogative to activate or Deactivate GCash Wallet features whenever it deems appropriate and necessary. Reactivation may be done upon the request of the User and approval of GCash.  GCash may charge a fee upon reactivation of some of GCash Wallet features.

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14.2 All users with Fully-verified Account, excluding GCash Overseas Users, whether postpaid or prepaid, are qualified to apply for a GCash Card, subject to the terms and conditions for the use of the Card, as may be modified by GCash from time to time.

14.3 Any person without a legal impediment may apply for a GCash Card. Minors who are at least seven (7) years old may apply for a GCash Card through their parent or legal guardian, and such Card will remain under the exclusive control of the parent or legal guardian, as the case may be, until the minor reaches the age of majority, at which point exclusive control will pass to the latter.

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14.4 Any GCash Card issued to the User is non-transferable. GCash may Suspend or Deactivate the GCash Card for reasons specified under these Terms. The User agrees to surrender the GCash Card upon demand by GCash. In the event of any Suspension or Deactivation of the GCash Card, the User agrees to hold GCash Group free and harmless from any Claims arising from such Suspension, Deactivation, or confiscation, unless the Claims are proven to be directly and solely due to GCash’s gross negligence.

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14.5 In the event of any unauthorized use of the GCash Card, GCash Group shall not be liable for any inconvenience or damage caused to the User, unless the unauthorized use  of the GCash Card is proven to be directly and solely due to GCash’s gross negligence.

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15. Loyalty or Rewards Program‍

GCash may and has the prerogative to provide a loyalty or rewards program to its select users. 

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16. Fees, Rates, and Charges

The User shall pay relevant fees for the GCash Card application, replacement, or renewal. GCash may waive such fees at its sole discretion. The User agrees to pay other fees and charges for the use of the GCash Wallet or Card, and/or such fees and charges as may be imposed by GCash, including but not limited to ATM withdrawal, cash-in, and cash-out fees.

You will be notified of the applicable fees and charges prior to completing a transaction, and such fees and charges shall be debited from your GCash Wallet, or you may opt to pay them upfront. You authorize GCash to debit the fees and charges corresponding to the use of the GCash Card and/or GCash Services from your GCash Wallet if you complete the transaction.

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With prior notice, GCash shall impose fees and/or Deactivate Unverified Accounts or Inactive Accounts.

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17. Transaction History Statement

Upon the User’s request, GCash shall send a copy of the GCash transaction history statement (“Statement”) to the User’s registered email address. The mere act of GCash sending the Statement to the User’s registered email address shall serve as conclusive presumption that the User has received it. Unless due to GCash’s direct and sole gross negligence, GCash Group shall be held free and harmless from any Claims should the Statement be received and read by any person other than the User. Neither may the User thereafter raise the defense that they failed to receive the Statement. In all instances, the User may inquire about the Statement by contacting the Help Center. GCash may charge a fee for Statement requests.

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18. Disputes and Erroneous Transactions

18.1 The details in the SMS/E-receipt in the GCash App after every successful transaction and the entries in the Statement are presumed accurate unless the User notifies GCash in writing of any dispute within fifteen (15) days from the date of the transaction. If no dispute is reported within the said period, all transactions and the entries in the Statement are considered conclusive and accurate.

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18.2 Disputed transactions shall only be credited back to the User’s GCash Wallet once the dispute has been properly processed, investigated, and proven to be in favor of the User. On the other hand, there shall be no reversals for transactions made through keyword-based commands and erroneous transactions made by the User.

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18.3 If you notice any errors that are not due to your fault or negligence, such as an incorrect debit or credit to your GCash Wallet, or any discrepancies in your transaction history, you shall notify GCash through its Help Center within fifteen (15) business days from the date of the transaction. In such cases, you authorize GCash to conduct an investigation, which may take between ten (10) to forty-five (45) business days from the receipt of your notice.

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19. Account Security

The security and proper care of the GCash-registered SIM, GCash Card, Linked Device, as well as the confidentiality of MPIN/PIN, shall be the User’s responsibility. All transactions made using your GCash-registered SIM, GCash Card, or Linked Device are conclusively presumed made by you and you shall be liable therefor.

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20. Loss of SIM, Card, or Linked Device
In case of loss of GCash-registered SIM, GCash Card, and/or Linked Device, you shall immediately inform GCash through its Help Center  within twenty-four (24) hours from the discovery of such loss.  You agree that GCash shall suspend the use of, or access to, your GCash Account and/or GCash Card until necessary measures have been taken to ensure their secure use.

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All transactions made using your GCash App, GCash Wallet, and GCash Card prior to the report of the loss shall continue to be the liability of the User. GCash may issue a replacement Card upon the request of the User and at the User’s cost. You shall hold GCash free and harmless from any Claims arising from the loss of your Linked Device, SIM, or GCash Card.  

21. Account Suspension or Deactivation

You acknowledge that, in the following cases, GCash has the right to suspend or deactivate your GCash Account and/or Card depending on the ground for suspension or deactivation: 

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21.1 You acknowledge that, in the following cases, GCash has the right to Suspend or Deactivate your GCash Account and/or Card:

a) the information and documents provided by the User to GCash, including those required for KYC, are fictitious, false, or forged;

b) the GCash Account is being used by an unauthorized person, for fraudulent/suspicious transactions, or for unlawful activities;

c) If you abuse the use of your GCash Account, including using it for purposes or transactions not intended or authorized by GCash or these Terms, such as using your GCash Account for your business without GCash’s permission;

d) your GCash Account is classified as Inactive Account;

e) when the Suspension or Deactivation is pursuant to an order of a governmental agency, a court, or any law and/or regulation; or

f) When Suspension or Deactivation is due to noncompliance with or violation of applicable laws or orders of governmental agencies, including Republic Act No. 11934, otherwise known as the SIM Registration Act.

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21.2 You further acknowledge that GCash has the absolute discretion, for any reason, to:

a) refuse to complete a GCash transaction;

b) increase or decrease the Limits of your GCash Account;

c) to refuse, reissue, renew, or replace your Card;

d) to amend, modify, restrict, or terminate your use of the GCash App and these Terms; and/or

e) Suspend or Deactivate your use of the GCash App or your access to any or all of GCash Services.

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21.3 GCash has the right to withhold the release of the funds in your GCash Wallet if they are subject to an investigation or Claim until the matter is resolved.

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21.4 If you request account recovery or reactivation, you agree that you will comply with GCash’s account recovery or reactivation requirements. GCash, at its discretion, may reject or allow such a request depending on the facts and circumstances, including the reason for the Deactivation of your GCash Account.

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21.5 The User shall hold the GCash Group free and harmless from any claims arising from this section unless such claims are proven to be directly and solely due to the fault or gross negligence of the GCash Group.

22. Limitation of Liability

22.1 Unless specified in these Terms, GCash makes no warranty, express or implied, regarding GCash Services.

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22.2 The GCash Services are offered on an “as is” and “as available” basis, without warranties of any kind, except as required by applicable laws and regulations. While GCash takes measures to ensure the security, accuracy, and availability of the GCash App and the GCash Services, GCash does not guarantee that: (i) the transactional data or information transmitted through the GCash App will be error-free, uninterrupted, or free from unauthorized access; (ii) all products or services obtained using the GCash App will meet consumer expectations; or (ii) the use of GCash Services will always produce a specific result or outcome.

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22.3 Unless due to GCash’s proven fault or negligence, GCash shall not be liable for any Claims arising from, in connection with, or as a result of any acts or circumstances that are beyond its control, including:

a) refusal of any bank, financial institution, ATM, or Merchant to allow, accept, or honor GCash;

b) any unauthorized transaction;

c) the User’s User's inability to perform or complete any transaction due to the service unavailability of their SIM provider;

d) any delay, interruption, or termination of a GCash transaction due to reasons beyond GCash’s control, including force majeure, actions of governmental agencies or third parties, or changes in legislation; hacker attacks, intrusions, or outbreaks of a computer virus; loss of information or records; the User’s inability to complete any transaction due to the destruction, breakdown, or malfunction of platforms or systems not caused by GCash; material effects caused by technological adjustments made by third parties; temporary or permanent shutdowns caused by governmental authorities; or technological program errors by third parties;

e) theft or unauthorized use of GCash Wallet or Card or any Claims payable by the User to the third party by; and/or

f) any misrepresentation, fraud, or misconduct by any third party.

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22.4 You agree that in the event of any dispute or Claim arising from these Terms due to GCash Group’s fault, gross negligence, or willful misconduct, the sole and exclusive remedy available to the User and the liability of GCash Group shall be the award and the amount of actual damages as determined and granted with finality by a court of competent jurisdiction.

23. Fraudulent Prevention or Suspicious Transactions

Without the need for a court order, GCash has the right to Suspend or Deactivate your GCash Account or GCash Card if GCash has reason to believe that your GCash Account is being or may be used for fraudulent or suspicious transactions or by an unauthorized person.

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Subject to GCash’s investigation of any Claim, GCash has the right to debit from your GCash Account any and all amounts representing, involving, or relating to the proceeds of a fraudulent or unlawful activity, which shall be GCash shall credit to the defrauded or otherwise affected users.

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The User shall hold GCash Group free and harmless from any and all Claims arising from this section unless such Claims are due to GCash’s direct fault or gross negligence.

24. Non-Transferability

The GCash Wallet and Card may not be assigned, transferred, or used by any person other than the User.

25. Data Privacy

To know more about how we collect, process, share, and protect your personal data when using the GCash Services, please read Privacy Notice.

26. Governing Law and Venue of Litigation

This Agreement shall be construed, interpreted, and governed by Philippine laws. Venue of all suits or legal actions in connection with this Agreement shall exclusively either be at Taguig City, or at any venue at the sole discretion of GCash, to the exclusion of all other venues.

27. Non-waiver of Rights

Failure or delay on the part of the GCash Group or User to exercise its rights or remedies under these Terms and applicable laws shall not operate as a waiver of the same.

28. Separability

These Terms shall govern all of GCash’s products and services within the GCash App and apply suppletorily  to the terms for the use of the products and services offered by GCash’s affiliates and partners through the GCash App (“GCash-Partner Products”).

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29. Applicability and Acceptance of Terms

29.1 These Terms shall govern all GCash’s products and services within the GCash App and apply suppletorily to those offered by GCash’s affiliates and partners through the GCash App (“GCash-Partner Products”).

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29.2 You agree to be bound by the Terms governing the issuance of GCash Card. Should you disagree with these Terms, you shall cut the Card in half, and notify GCash of Card cancellation through the Help Center, otherwise, you shall continue to be liable for all charges incurred through the use of your GCash Wallet or Card.

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30. User Consent and Data Processing

Consent given by the User to a subsidiary or affiliate of GCash for any of GCash Services involving the use, processing, and/or disclosure of the User’s GCash Account information shall be deemed to be consent given to GCash. You agree and consent that GXI may transfer or assign any of its rights, obligations, or interests under these Terms to any member of the GCash Group.

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In the event that you apply to become a partner/Merchant under GCash for Business, you acknowledge that GCash will use, validate, and confirm your identity and information indicated in your Merchant application against the personal information and identification document you provided in the creation and updating of your GCash Account.

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The results of such validation shall be used in establishing your identity and may affect your application for becoming a partner/Merchant. By accepting these Terms, you confirm your acknowledgment of the processing, profiling, and sharing of your personal information for the said purposes and in accordance with the Privacy Notice of GCash and Acceptable Use Policy.

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You acknowledge and consent that GCash will cooperate with government agencies and law enforcement authorities in the investigation and prosecution of violations of applicable laws, including, but not limited to, Republic Act No. 11930 or the Anti-OSAEC and Anti-CSAEM Act. Such cooperation may involve the disclosure of relevant account information, transaction details, and other necessary data as required by government agencies and law enforcement authorities.

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31. User Support

31.1 GCash is committed to maintaining the highest standards of financial consumer protection. Your requests, feedback, and customer needs are our priority. If you have any concerns about a procedure or have encountered a problem with our service, including lost or stolen E-Money, visit the Help Center  and use the Help Feature (Live Chat) or submit a ticket.  All information disclosed shall be treated with the utmost confidentiality and will be resolved in the most efficient and effective manner.

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31.2 For the efficient handling of your concerns, you shall direct all communications exclusively through the Help Center . You shall not raise concerns or complaints through other mediums or platforms that are not authorized to, or cannot, resolve your concerns, including social media platforms.

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31.3 GCash maintains full cooperation with the BSP in Financial Consumer Protection. You may coordinate with BSP’s Financial Consumer Protection Department at (632) 8708.7087 or (632) 8708.7088). You may also email BSP at consumeraffairs@bsp.gov.ph.

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32. GCash Customer Protect Program

32.1 GCash Customer Protect Program (“Program”) is our assurance that funds lost due to an Unauthorized Transaction made from your GCash Account may be recovered subject to the Terms set forth herein.

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32.2 You have the obligation to ensure the safety of your GCash Account. However, when an Unauthorized Transaction occurs in your GCash Account or Card that is not attributable to your fault or negligence, GCash may provide compensation for the eligible Unauthorized Transaction.

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32.3 If you believe that an Unauthorized Transaction has occurred in your GCash Account, you must immediately notify GCash through the Help Center. Our customer care agents will guide you in filing a dispute.

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32.4 To be eligible for the Program, Unauthorized Transactions must be reported within fifteen (15) days from the occurrence or discovery of the Unauthorized Transaction, whichever is earlier. GCash reserves the right to refuse the acceptance of the laim for compensation if the disputed transaction is reported beyond the 15-day prescribed period.

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32.5 In order to initiate the investigation and process the claim, you must provide the information and documents requested by GCash, which may include the following:

a) Filled out the dispute form found in the Help Center with the complete narration of the incident,

b) copy of a valid ID with your signature; and/or

c) other forms of proof of identity, information, or document that may be requested by GCash in connection with the incident.

32.6 Once GCash has been notified with the complete information of the claim, and the duly filled out dispute form is received, GCash will conduct an investigation to determine and validate the claim.

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32.7 The Program will only cover Unauthorized Transactions initiated and completed using the GCash App and GCash Card.

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32.8 For stolen Cards and mobile phones, the User must report the loss to GCash through the Help Center or the Hotline and request the blocking of the GCash Account and Card within twenty-four (24) hours from the occurrence or discovery of the loss, whichever is earlier.

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32.9 Losses and liabilities due to security breaches and system failures without the fault or negligence of the User will be settled on a case-to-case basis depending on the circumstances that resulted in such a security breach or system failure and at the sole discretion of GCash. The User acknowledges that it shall be accountable and liable for Losses and liabilities due to security breaches or system failures arising from the User’s fault or negligence

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33. Scope of the Customer Protect Program

33.1 Depending on the result of the investigation, the User may be compensated by GCash for the Unauthorized Transaction if the root cause thereof is due to the fault or negligence of GCash.

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33.2 The Program will not apply to the following:

a) Unauthorized Transactions that have been reported beyond the prescribed 15-day period;

b) Account takeover cases wherein the User disclosed or shared his security credentials such as one-time PIN or MPIN;

c) Swindling cases wherein the GCash transaction was initiated by the User;

d) Fraud incidents wherein the system that was compromised is not owned and controlled by GCash;

e) Users who did not comply with GCash’s identity verification process;

f) When the User is found to be at fault or negligence resulting in the occurrence of an Unauthorized Transaction; and/or

g) The User refused the blocking of the GCash Account and/or Card despite the occurrence of the loss of mobile phone/Card and/or the discovery that the User’s GCash Account has been accessed or used by persons other than the User.

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