Instructions for use ELKART/VISA card

Basic concepts

Authorisation – is the procedure to validate credentials or cardholder’s authorship by the issuer to transaction using the bank card (transaction).

Termination of a card is invalidation of the card.

Banking day is the day, during which the banks in the Kyrgyz Republic are open for conducting the banking transactions.

Bank account (further “account card”) is a way of reflection of the contractual relations between the bank and the customer on deposit taking (bank deposit) and/or granting of a credit and as well as transactions by bank connected with conducting the bank customer service provided by the contract on service of the bank account, the legislation of the Kyrgyz Republic and applied in banking practice.

Bank card (further “the card”) is the payment instrument, allowing its holder to transactions on purchase of goods, services, receiving cash in national and foreign currencies via terminals or other devices, also an access device to the bank account for cash management by its holder.

ATM is the hardware and software system for delivery and/or cash reception, record of money to the card, obtaining information on made transactions by the card holder, implementation of non-cash payments and issue of card-check by all types of the made transactions.

Card blocking - is adoption of measures by Bank suspending or stop functioning of the Card (in the latter case drawing the Card upon the presentation to service).

Extract is properly executed information provided by Bank to the Customer, including through Internet and Mobile banking, and reflecting transactions on card account for a certain period. The extract serves as the sufficient proof of conducting of transactions on card account. The bank provides a monthly extract on a free basis or an additional extract on a paid basis at the request of the customer, according to Tariffs.

Card holder is the customer of bank, a private individual who is entitled to transactions with use of the card on the basis of the contract with the issuer.

Additional Card is the card filed on card account under the authorized representative of customer. Customer has the right to set a limit for the sum of money of Card transactions on additional card.

Debt is all amounts which the Customer has to pay to Bank in connection with issue / re-issue of the Card / additional card, service (maintaining), overdraft and also other sums liable to pay according to Bank’s tariffs.

Statement is statement for opening of card accounts and for receiving ELKART card.

Card transaction is the payment of goods and services, receiving cash, currency exchange and other transactions made with use of the Card.

Appropriation limitation(s) is the limits set by Bank of the maximum sum made by means of the card. A limit(s) can be established as for the sum and currency of one transaction, and for the sum of all transactions made during certain time.

Fraudulent transaction is the transaction of the bank payment card which is not authorized and not confirmed with the Card holder.

National payment system on payment by bank cards (further PS ELKART) is the system of payments for transactions with use of national cards of the ELKART system functioning on the basis of the hardware and software system of the Uniform interbank processing center. An operator of national payment system is “Interbank Processing Center” Closed Joint Stock Company.

Permanent balance is the sum of money determined by Bank, which is not subject under authorization and pledge of the Holder to the Bank.

Basic Card is the card issued on card account for Customer who has signed the contract with Bank on accession to the National ELKART payment system.

PIN code is the Personal Identification Number, 4-digit secret code of access to the card allowing to make transaction and confirming that the right of the order in cash is granted by the holder of the bank card.

Rules are instructions for use the ELKART Card posted on the official site of Bank.
Cash point (further CP) is appropriately equipped place (facility) for transactions on disbursal and (or) cash acceptance, carrying out payment, including using the bank payment cards.

Hot card list is the list of cards forbidden to reception for payment of goods or services and reception or cash disbursement including a currency exchange.

Overdraft facility is overrun (unauthorized) of means which is formed as a result of excess of the sum of expense transactions made by the Customert (taking into account the fees charged by Bank) over the rest on Card-account.

Trade and Service Enterprise (TSE) is legal entity or individual entrepreneur who according to the contract signed with acquirer accepts cards for payment of goods or services with drawing up the documents confirming transactions with cards.

Transaction is operation with use of the card (for example, upon purchase of goods, services, money transfer, a currency exchange or receiving cash) as a result of which there is a change of cash balance on the account of the card holder.

Acquirer is the commercial bank, which has got permission to acquiring implementation, owner of network of peripheral devices providing a possibility of carrying out authorizations or transactions via the peripheral devices according to technology and regulations of the relevant payment systems and the legislation of the Kyrgyz Republic.

CVV code is a three-digit code for authentication of the card when paying through the Internet and other types of operations.


1. Order of delivery and storage of the card
1.1. The bank issues the manufactured card directly to the Holder or his authorized representative. When receiving the card Holder signs in the special place on the reverse side of the card.
1.2. Transfer of the card to other persons in use or as pledge is forbidden. The card shown by the unauthorized person is subject to withdrawal.
1.3. The magnetic stripe with coded information is placed on the reverse side of the card. Impact of unfavorable factors is not allowed: electromagnetic fields (next to displays magnetized or containing magnets objects, for example, keys, magnetic locks on bags), mechanical damages (scratches, pollution, overheating, for example, sunshine), etc. which can damage record on a magnetic stripe and lead to impossibility of card transactions.
1.4. The card should be stored in a case or a purse, not to make excessive efforts when using it.

2. Using the PIN code and CVV code
2.1. After issue of the card to the Holder, the special sealed envelope with an insert where the PIN code is printed is given. It is recommended to open an envelope when receiving, to remember the PIN code and to destroy an insert and an envelope.
2.2. The PIN code is unknown to the staff of Bank and has to remain the Card holder in a secret all the time of operation of the card.
2.3. It is necessary to follow certain rules for ensuring privacy of the PIN code:
• if the PIN code is written down somewhere by the Card holder, then it is necessary to store the card and record separately;
• not to allow someone to spot the combination of figures of the PIN code gathered on the keyboard of the electronic device.
2.4. When entering the PIN code, numbers on displays of electronic devices will not highlighted, but replaced with the conventional sign. It is important not to make mistakes when entering. If enter wrong the PIN code three times in a row (with any temporary interval, when using one or different electronic devices), then in case of assumption of the fourth mistake in a row, the Bank blocks the card and it will be detained in the ATM or can be withdrawn in service station before clarification of circumstances.
2.5. The card transactions confirmed by entering the PIN code are considered as made by the Card holder.
2.6. If the Card holder has forgotten the PIN code, then the card should be handed over in Bank for replacement as Card transactions will become impossible.
2.7. The CVV code is applied on a reverse side of the card and entered by the Card holder during the payment of goods/services through the Internet as well as in other types of transactions.

3. Change of PIN code in ATMs of Bank
3.1. The card holder has access in ATMs of Bank to change PIN code.
3.2. The combination of figures (4 figures) is chosen to the discretion of the Card holder.
3.3. For change PIN code the Card holder has to perform all operations described on the ATM screen.

4. Using the Card
4.1. The bank provides service of the card, smooth functioning of systems and electronic devices over which it has direct control and takes all possible measures for restoration of service in case of its suspension for reasons beyond Bank control.
4.2. All service points of cards are equipped with indexes with the PS ELKART/VISA logos for informing Holders of cards on a possibility of service according to the card in this point.
4.3. For card transactions Card holder shows the card to the cashier of service point (retail and service outlet or Bank) or makes actions with the ATM in the self-service mode.
4.4. The cashier having accepted the card carries out authorization by means of the terminal. For this purpose places the card in the terminal reader and enter the operation sum. The inquiry comes to Bank on communication channels. When entering the correct PIN code by the customer and sufficiency of money on card account, the check confirming transaction is printed out in duplicate. The cashier hands to the Card holder one copy of the check. The card holder checks correctness of the data specified in the check. Depending on the accepted technology, the printed-out check can be certified by signatures of the Card holder and cashier.
4.5. The cashier has the right to demand from the bearer of the card the document proving his identity. In the absence of the document the cashier has the right to refuse transaction to the bearer of the card.
4.6. The cashier has the right to detain the card before clarification of circumstances, according to conditions of item 8 of these Rules.

5. Using the card for receiving cash
5.1. Receiving cash using the card is made in cash disbursement or by means of ATMs.
5.2. Under the provision “On bank payment cards in the Kyrgyz Republic” the sum of one transaction removed by the Card holder via the ATM should not exceed 250 (two hundred and fifty) specified rate in national currency or its equivalent in foreign currency.
5.3. Cash withdrawal in cash disbursement of banks is described above (item 4).
5.4. By means of the ATM receiving cash is made by the Card holder in the self-service mode, according to the instructions described on the ATM screen.
5.5. After completion of card transaction and withdrawal of banknotes from the ATM, the check is printed out. In a type of confidentiality of information relating to the Card holder it is recommended to take the printed-out check with you and never leave it near the ATM.
5.6. Card transaction for the operating card when entering the correct PIN code can be rejected for the following reasons:
• Required sum can not be given by the banknotes which are available in ATM cassettes. It is necessary to request the sum, multiple to the minimum value of banknotes specified in the instruction to this ATM;
• Required sum exceeds the limit of single delivery determined by dimensions of the device of cash disbursement of the ATM. It is necessary to divide the required sum into parts and to repeat operation several times;
• Required sum exceeds the sum of money available to the Card holder. It is possible to request the smaller sum which size can be specified, having caused function of listing of the rest of money on card account.
• The required sum exceeds a daily limit available to the Card holder on the device. It is necessary to address to the branch of the bank where the account, for removal of the necessary sum through cash desk of bank is opened.
5.7. When using the ATM it is necessary to remember that if returned card or issued banknotes within 20 seconds are not withdrawn by the Card holder from the delivery device, the system of protection will work and for safety of money of the Card holder will work, card or banknotes will be involved in the ATM and detained in a special compartment. In such cases return of the card to its Holder can be made by the local bank serving this ATM, only after clarification of the reasons of card’s detention and consultation with Bank, issued this card, restoration of the sum of the card transaction (or its not withdrawn part) which is deducted from card accounts upon Authorization can be made only after recollection of the ATM and specification of the sum of the cash which is not withdrawn by the Card holder. The card holder can address to Bank for support in negotiations with the local bank serving this ATM.
5.8. When entering the wrong PIN code or if the required sum exceeds the rest of money on card account, the corresponding notice will be on the display of the ATM and operation will be rejected.
5.9. The reason of detention of the card or cash in the ATM becomes clear by Bank in the shortest terms. The bank quickly takes the corresponding actions after the oral or written appeal of the Card holder to Bank.

6. Using the Card for payment of goods and services of the Trade and Service Enterprise (TSE)
6.1. Payment of goods and services in the card is described above (item 4).
TSE has no right to overstate the cost of goods and services during the adoption of the card for payment in comparison with cash calculation. The card holder notifies Bank on such cases.
6.2. The card holder has the right to return the purchase paid by the card or refuse the service pre-paid according to the card, for example, to return the bought air ticket. For this purpose upon the demand of the Card holder and with the consent of TSE the cashier carries out the “purchase return” transaction.
6.3. Return of purchase can be carried out before or after Authorization. The cashier will use special function of the terminal with printing of the special check.

7. Card blocking/unblocking
7.1. In case of loss or theft of the card it is necessary to address immediately to Bank (either to the Processing center or to any bank branch in the location) with the oral or written requirement for card blocking (further - the Statement).
7.2. The surname, a name, a middle name of the Card holder and additional information is specified in the Statement, if possible: date of his birth, code word, number and card expiration date and blocking reason. It is desirable to specify data for contact - the address and a phone number.
7.3. Phone numbers of Bank (Bishkek city): +996 (312) 90-50-50 (ext. 174, 211, 213), 90-53-12.
Phone numbers of the round-the-clock customer support PC: +996 (312) 63-76-96, 63-76-97.
7.4. Card blocking comes into force from the moment of documentary registration of a statement by the round-the-clock customer support PC or Bank.
7.5. The card holder bears responsibility for the Card transactions which are carried out before the entry of card blocking into force and is exempted from it from the moment of the entry of card blocking into force.
7.6. The oral statement can be confirmed by the written statement of the Card holder submitted in bank branch in the location within 2 (two) bank days. In case of impossibility to be in Bank in the specified time, the Card holder repeatedly contacts the round-the-clock customer support PC or Bank by phone after three hours and, as soon as possible, provides the written statement confirming the Statement in Bank.
7.7. In case of filing of application in bank branch, card blocking will come into force after registration by the round-the-clock customer support PC of the Statement transferred by this branch on behalf of the Card holder.
7.8. The card can be unblocked on the basis of the Card holder’s statement if the card is in the hot card list.
7.9. After blocking of the card on the basis of inquiry of the Card holder by Bank the new card on card account, with new number and the PIN code is issued.
7.10. The bank reserves the right to define a measure of responsibility of the Card holder in case of the negligence allowed by him at storage of the card or non-compliance with privacy of the PIN code even after card blocking and also in case of establishment of deliberate illegal acts of the Card holder.
7.11. When founding the Card which is earlier stated as lost, the Card holder has to inform Bank immediately and then return the Card to Bank.

8. Detention of the Card
8.1. Detention of the Card in service point is made in cases if: card is blocked; the bearer of card is not its holder; the card holder has forgotten the card in service point after Card transaction.
8.2. Detention of the Card is made by the ATM or the cashier of service point. During detention of the Card (except for detention cases by ATM) the relevant statement is drawn up.
8.3. Return of the detained card is made by Bank directly to the Card holder after adoption of the relevant decision by local bank or Bank (in case of delivery of the detained Card in Bank), according to the written statement of the Card holder.

9. Card expiration date, suspending and stop using the Card
9.1. Expiry date of it action (month and year) is specified on the card. The card is valid until the end of the last day of the month specified on it. All expired cards are blocked and are subject to delivery in Bank.
At the emergence of debt of the Card holder to Bank, violation by the Card holder of these conditions or other actions connected with use of the main or additional Card, involving damage to Bank:
- to send to the customer the notice of emergence of debt on card account with the requirement to repay it;
- to temporarily suspend the main and/or additional cards,
- to demand from the Card holder to return Cards to Bank and also to take necessary measures for their withdrawal at the expense of the Card holder.
9.2. The bank has the right to Block the Card, with the subsequent notification of the Card holder within 10 Bank days from the date of Blocking, before settlement of the arisen disputable situations.
9.3. In case of refusal from use the Holder is obliged to file in Bank the corresponding written statement and to hand over the Card.

10. Replacement of the Card or release of new
10.1. Replacement of the Card or release of the new Card instead of lost are made on the basis of the written statement of the Card holder submitted in Bank.
10.2. The card is replaced in cases if the term of its action expires, the Card is damaged, the PIN code is declassified, the Card holder has forgotten the PIN code and also at the request of the Card holder. The replaced Card is subject to delivery in Bank.

11. Settlement of disputes
11.1. The card holder is recommended to keep checks for accounting of expenditure of money on card account and settlement of possible disputes.
11.2. On all disputes the Card holder makes the letter of inquiry to Bank which in case of acceptance of a claim addresses the international payment service provider “VISA” on behalf of the Card holder. In case of validity of a claim the Bank restores the sum of Card operation on card account.