HELLO SUSU ENTERPRISE

Terms & Conditions for Savings Services

Business Name: HELLO SUSU ENTERPRISE

Tagline: Save now, secure tomorrow.

Contact: 0243485887 / 0248705355

Effective Date: [Insert Date]

1. Introduction

These Terms & Conditions govern the relationship between HELLO SUSU ENTERPRISE ("Hello Susu", "the Company", "we", "us" or "our") and every person who registers for or uses our savings services ("the Customer", "you" or "your").

Hello Susu provides savings services through various channels, which may include physical passbooks, Susu cards, authorized collectors/agents, and electronic or digital systems.

By registering with Hello Susu, making a deposit, receiving a Susu card or passbook, or otherwise using our savings services, you acknowledge that you have read, understood and agreed to these Terms & Conditions.

2. Customer Registration

Before using the savings service, a customer may be required to provide information necessary for registration and identification.

The customer agrees to provide:

• Accurate and complete personal information.
• A valid telephone number.
• Any identification or other information reasonably required by Hello Susu.
• Any additional information required for account verification or regulatory purposes.

Customers must notify Hello Susu if their personal information changes.

Hello Susu reserves the right to refuse or delay registration where the information provided cannot reasonably be verified.

3. Savings Account

Each customer shall have a savings record maintained by Hello Susu.

The customer's savings record may be represented by:

• A physical passbook;
• A Susu card;
• An electronic record maintained by Hello Susu; or
• A combination of these records.

The Company may maintain its own official transaction records for purposes of verification, reconciliation, auditing and dispute resolution.

4. Passbook and Susu Card

Where a customer is issued a passbook or Susu card:

• The passbook/card remains the property of HELLO SUSU ENTERPRISE unless otherwise stated.
• The customer is responsible for keeping the passbook/card safe.
• The customer should not intentionally alter, damage, forge or manipulate the information recorded on the passbook/card.
• The passbook/card may be required when making a withdrawal.
• The customer should immediately report a lost or stolen passbook/card to Hello Susu.
• Hello Susu may require additional identification or verification before processing a transaction where the passbook/card is unavailable.

5. Deposits

Customers may make deposits through channels approved by Hello Susu.

A deposit should be properly recorded in the customer's savings record.

Where a physical passbook or Susu card is used, the customer should verify that the deposit has been correctly recorded before the transaction is completed.

Customers are encouraged to retain receipts, transaction records or other evidence provided for their deposits.

6. Verification of Deposits

The Company may verify deposits against its internal records.

Where there is a difference between the amount claimed by a customer and the Company's records, Hello Susu may investigate the transaction before recognizing or paying the disputed amount.

The Company may request supporting evidence such as:

• Passbook entries;
• Susu card entries;
• Receipts;
• Transaction references;
• Collector records; or
• Other relevant information.

7. Monthly Management Fee

The first deposit made by a customer in each month shall be applied as the applicable management fee, in accordance with the Company's savings arrangement.

The applicable management fee should be communicated to the customer when registering for the relevant savings service.

Where different savings products have different fees, the applicable fee for that product shall apply.

8. Withdrawal of Savings

Customers may withdraw their savings subject to the rules applicable to their particular savings arrangement.

A customer requesting a withdrawal must:

• Follow the Company's withdrawal procedure;
• Provide the required identification or verification;
• Present the passbook or Susu card where applicable; and
• Provide the required notice before withdrawal.

9. Three-Day Withdrawal Notice

A minimum notice period of three (3) days is required before a customer requests a withdrawal.

The three-day period allows Hello Susu to verify and process the withdrawal request.

Hello Susu may require additional time where:

• The transaction requires further verification;
• There is a discrepancy in the customer's records;
• Fraud or unauthorized activity is suspected;
• The required documentation has not been provided; or
• Circumstances outside the Company's reasonable control affect processing.

10. Withdrawal in Person

Where a customer is required to appear in person for a withdrawal, the customer must present the required identification and passbook/Susu card.

Where the customer cannot appear personally, the customer must notify Hello Susu in advance and comply with any alternative verification procedure required by the Company.

Hello Susu may refuse to release funds where it cannot reasonably verify the identity or authority of the person requesting the withdrawal.

11. Authorized Representatives

Where Hello Susu permits a customer to authorize another person to collect or withdraw funds on their behalf, the Company may require:

• Prior notification from the customer;
• Identification of the customer;
• Identification of the authorized representative;
• Written authorization or other acceptable authorization; and
• Any additional verification considered necessary.

Hello Susu reserves the right to reject an authorization where there are reasonable concerns regarding fraud, identity or authenticity.

12. Lost or Stolen Passbook/Susu Card

Customers must notify Hello Susu immediately if their passbook or Susu card is lost, stolen or believed to have been compromised.

Customers may contact Hello Susu through:

• 0243485887
• 0248705355

After receiving notification, Hello Susu may place restrictions on the account or require additional verification before allowing withdrawals.

The Company shall not be responsible for losses resulting from a customer's failure to promptly report a lost or stolen passbook/card, subject to applicable law.

13. Damaged Passbook or Susu Card

If a passbook or Susu card becomes damaged, illegible or unusable, the customer should report it to Hello Susu.

The Company may verify the customer's account using its internal records before issuing a replacement.

A replacement fee may apply where the damage resulted from misuse, negligence or loss, subject to the Company's applicable fee schedule.

14. Forgery and Unauthorized Alterations

Customers must not alter, erase, forge, manipulate or make unauthorized marks on their passbook or Susu card.

This includes attempts to:

• Change figures;
• Alter transaction amounts;
• Add unauthorized entries;
• Remove transaction information;
• Reproduce signatures;
• Create unofficial marks intended to appear genuine; or
• Otherwise manipulate the customer's savings record.

15. Suspected Fraud

Where forged or unofficial marks are found on a passbook/card and the Company reasonably determines that there has been an attempt to alter or manipulate transaction information, Hello Susu may:

• Confiscate the passbook/card;
• Suspend transactions on the affected account;
• Conduct an investigation;
• Request additional evidence or identification; and
• Withhold payment of disputed amounts until the matter has been resolved.

The original passbook rule states that where such fraudulent alteration is found, the card may be confiscated and no money will be paid.

For the digital system, the same principle should apply to the disputed or fraudulent transaction, rather than automatically cancelling legitimate savings that can independently be verified.

16. Transaction Records

Hello Susu will maintain transaction records for customers.

Where there is a conflict between a physical passbook/card and the Company's internal records, the Company may investigate the discrepancy before determining the correct balance.

Customers should report suspected errors as soon as they become aware of them.

17. Customer's Responsibility to Check Records

Customers are responsible for reviewing their transaction records and reporting errors, omissions or suspicious transactions promptly.

A customer should not wait until a withdrawal request before reporting a known discrepancy.

18. Collector/Agent Transactions

Where Hello Susu uses authorized collectors or agents, customers should make deposits only through authorized Hello Susu representatives or approved channels.

Customers should verify that the transaction has been properly recorded.

Hello Susu may investigate transactions involving an individual who falsely claims to be a Company representative.

Customers should not knowingly give their passbook, Susu card, PIN, password, verification code or other security information to unauthorized persons.

19. Receipts and Proof of Payment

Customers should retain receipts, payment references, SMS notifications, passbook entries or other transaction evidence where provided.

A receipt or transaction record does not prevent Hello Susu from conducting reasonable verification where fraud, error or duplication is suspected.

20. Customer Identification and Verification

Hello Susu may request identification or additional information when necessary to:

• Confirm the customer's identity;
• Process withdrawals;
• Resolve disputes;
• Protect the customer's account;
• Prevent fraud;
• Comply with applicable laws and regulations; or
• Fulfil other legitimate business or regulatory requirements.

Failure to provide reasonable verification may result in a transaction being delayed or declined.

21. Account Security

Customers are responsible for keeping their personal account information and physical savings documents secure.

Customers must immediately notify Hello Susu if they suspect:

• Unauthorized access;
• Unauthorized withdrawals;
• Lost documents;
• Fraudulent transactions; or
• Any other suspicious activity.

22. Unauthorized Transactions

If a customer believes that a transaction was made without their authorization, they must notify Hello Susu as soon as possible.

Hello Susu may investigate the transaction and may request relevant documents and information.

The outcome of an investigation will depend on the evidence available and the circumstances of the transaction.

23. Withdrawal Verification

Hello Susu reserves the right to conduct reasonable verification before releasing customer funds.

This may include:

• Checking the customer's passbook;
• Checking the Susu card;
• Checking internal transaction records;
• Confirming the customer's identity;
• Contacting the customer; or
• Using other reasonable verification methods.

24. Death of a Customer

Where Hello Susu receives reliable information that a customer has died, the Company may temporarily restrict withdrawals from the customer's savings account until the appropriate documentation and authority have been provided.

Funds belonging to a deceased customer shall be handled in accordance with applicable law and the Company's procedures for deceased customer accounts.

25. Dormant or Inactive Accounts

Hello Susu may classify an account as inactive or dormant where there has been no activity for a period determined by the Company.

Before treating funds as unclaimed or taking any action permitted by law, Hello Susu may attempt to contact the customer using the contact information available in its records.

26. Suspension of an Account

Hello Susu may temporarily suspend an account or transaction where it reasonably suspects:

• Fraud;
• Forgery;
• Unauthorized activity;
• Identity-related issues;
• Violation of these Terms & Conditions; or
• Other circumstances requiring investigation.

Where appropriate, the customer will be informed and given an opportunity to provide relevant information.

27. Prohibited Activities

Customers must not use the Hello Susu savings service for:

• Fraudulent activities;
• Money laundering;
• Financing illegal activities;
• Forgery;
• Identity fraud;
• Unauthorized collection of funds;
• Manipulation of transaction records; or
• Any other unlawful activity.

Hello Susu may take appropriate action where prohibited activity is suspected.

28. Privacy and Customer Information

Hello Susu may collect and process customer information for purposes including:

• Account registration;
• Customer identification;
• Savings management;
• Transaction processing;
• Customer support;
• Fraud prevention;
• Record keeping; and
• Compliance with applicable laws.

Customer information should be handled in accordance with applicable data protection requirements and the Company's Privacy Policy.

29. Changes to Savings Products and Fees

Hello Susu may introduce, modify or discontinue savings products, fees, procedures or service arrangements.

Where a change materially affects an existing customer, Hello Susu will provide reasonable notice where required.

Any applicable fees should be communicated to customers through appropriate channels.

30. Service Interruptions

Hello Susu will make reasonable efforts to provide continuous savings services.

However, services may occasionally be affected by:

• Network failures;
• Power outages;
• System maintenance;
• Telecommunications problems;
• Payment-provider interruptions;
• Security incidents;
• Natural disasters; or
• Other circumstances beyond the Company's reasonable control.

Where possible, Hello Susu will work to restore affected services as soon as reasonably practicable.

31. Dispute Resolution

Customers should first report transaction disputes or complaints directly to Hello Susu.

The customer may be required to provide:

• Full name;
• Account/customer information;
• Transaction details;
• Date of transaction;
• Amount involved;
• Passbook/Susu card information; and
• Supporting evidence.

Hello Susu will investigate complaints and communicate the outcome through an appropriate channel.

Where a dispute cannot be resolved internally, the parties may pursue any remedies available under applicable law.

32. Limitation Relating to Customer Negligence

Customers are responsible for protecting their passbook, Susu card, receipts, personal information and other account-related materials.

Hello Susu may not be responsible for losses resulting from a customer's failure to follow reasonable security procedures, subject to applicable law.

33. No Waiver

If Hello Susu does not immediately enforce a particular provision of these Terms & Conditions, this does not mean that the Company has permanently waived its right to enforce that provision later.

34. Severability

If any provision of these Terms & Conditions is determined to be invalid or unenforceable, the remaining provisions shall continue to apply to the extent permitted by law.

35. Governing Law

These Terms & Conditions shall be interpreted and applied in accordance with the laws of the Republic of Ghana, subject to any applicable regulatory requirements.

36. Amendments to These Terms & Conditions

Hello Susu may update these Terms & Conditions from time to time.

The latest version may be made available to customers through appropriate channels, including the Company's offices, passbooks, customer communications or official website.

Continued use of the savings service after an applicable update may constitute acceptance of the revised Terms & Conditions, subject to applicable legal requirements.

37. Acceptance

By registering with HELLO SUSU ENTERPRISE, receiving a passbook or Susu card, making deposits, requesting withdrawals, or otherwise participating in the Company's savings services, the customer confirms that they:

• Have read these Terms & Conditions;
• Understand the rules governing the savings service;
• Agree to comply with the Company's procedures; and
• Accept these Terms & Conditions.

HELLO SUSU ENTERPRISE

Save now, secure tomorrow.