Along with the card, the card user receives a secret identification number (hereinafter: PIN). The card user must keep the PIN confidential and must not disclose it to other persons or keep a written trace of it in order to eliminate the risk of any misuse. When entering your PIN at an ATM or POS terminal, observe the confidentiality. Check the transaction amount before signing the bill.

In case you lost a card or it was stolen from you, please contact the CKB Call Centre. The card will be automatically blocked as of the moment you contacted the Bank. If you fail to report loss or theft, you will be held responsible for the entire debt. You can also temporarily or permanently block the card via the CKB GO application.

If the card user believes that some costs do not belong to him/her or are incorrectly computed, he/she may address the Bank to complain about those by submitting bills and other documents that the Bank may require. Deadline for the submission of complaints is 72 h from the transaction date.

The Bank shall not be responsible for the quality and quantity of goods and/or services bought by the card. Complaints regarding the quality and quantity of goods and/or services should be resolved between the user and the sales point. Regardless of the complaint outcome, the user is obliged to settle the entire card debt.

If the Bank finds the complaint justified, it will credit the card account, and in case of unjustified complaint, the user will cover all the costs.