FRONT

1. Your Name
2. Your exclusive 16 digit card number
3. Validity Period
4. VISA Logo.

BACK

1. A magnetic stripe containing coded information for the security of your card.
2. Your Signature panel
3. VISA Plus Logo
4. Bank Alfalah contact.
5. 3D Dove Hologram for the security of your card.

PIN And Card activation

Personal Identification Number (PIN)
You will receive your PIN within 7-10 working days after receiving the Card for using your card on VISA/Electron/ PLUS branded ATMs worldwide. Please beware that your PIN is very confidential. In case of being lost/stolen or known to someone else, report the matter immediately to our Call Centre 111-225-111 to request for a new PIN.

Card Activation
For your safety, your Alfalah HilalCard is sent to you inactive. Your Alfalah HilalCard is ready to use from the moment you get it activated. Upon receipt of your card, you must sign across the signature panel at the back of your card.

a) To activate your card simply call the Bank Alfalah Call Centre 111-225-111.

or

b) Activate your card by entering your PIN for a cash withdrawal transaction at any ATM where VISA is accepted, locally and internationally. The personal Identification number (PIN) will be issued to you separately for using your Alfalah HilalCard at ATMs. Please ensure that you have received your PIN before trying to withdraw cash.

In case of any difficulty, please call the Bank Alfalah Call Centre at 111-225-111. We will be glad to assist you.

Difference between a HilalCard and a Credit Card
Put in simple terms, a HilalCard is a Buy Now, Pay Now option while a Credit Card is a Buy Now, Pay Later option.

• No monthly repayment.
• No interest charged.
• Backed by a customer maintained current / savings (Musharaka) account.
• Your limit is your balance.

The power of Alfalah HilalCard

The Alfalah HilalCard can be used electronically at any retail outlet or ATM that accepts any VISA cards and displays these logos:

Personal Identification Number (PIN):
Debit cards that are currently in Pakistan require the cardmember to enter the PIN number in order to complete a transaction. The Alfalah HilalCard is a one swipe card and does not require you to remember any PIN in order to execute retail transactions. The PINs which will be delivered to you for Alfalah HilalCard will only be required for ATM based transactions.

Special POS machines:
In order to use other debit cards currently in the market you have to find outlets that carry special POS machines on which these cards can be used. Alfalah HilalCard is accepted at all those outlets displaying the VISA logo and having self-printing POS terminals.

Global Acceptability
The Alfalah HilalCard is globally accepted; welcomed at all locations displaying the VISA/ ELECTRON/PLUS logos with self-printing POS terminals. Your card is accepted at nearly 27 million physical locations in more than 130 countries around the globe, with above 22,000 major establishments in Pakistan.

With your Alfalah HilalCard, you can pay for shopping, meals, travel, entertainment, holiday, petrol and much more. Also it gives you access to ready cash through your Alfalah HilalCard and PIN (Personal Identification Number) at more than 1 million ATMs to withdraw any amount up to your available bank account balance. This premier card service is a convenient point-of-sale alternative for ATM cardholders who do not qualify for VISA credit purchasing power. By getting Alfalah HilalCard, you can access your bank account at Bank Alfalah from anywhere in the world.

24-Hour Customer Service
Our 24-Hour Customer Service is there to help you with your requests. Our well-trained and qualified Customer Service team can be contacted at UAN: 111-225-111. They will be able to assist you in:
a. Activating your Card
b. Answering your queries
c. Registering your complaints
d. Reporting a lost / stolen card

Foreign Transactions
Transactions made outside Pakistan will be converted from the transaction currency to US Dollars, based on international exchange rate prevailing on that date (Currency Conversion rate is a rate selected by VISA from the range of rates available in wholesale currency markets for the applicable processing date, which may vary from the rate VISA itself receives, or the government-mandated rate in effect for the applicable processing date in each instance, plus or minus any adjustment determined by the issuer). In order to assist card members, all transactions will be converted to Pak Rupees for payment. This conversation will be based on the market exchange rate quoted by authorized money changers and in accordance with the Bank’s Procedures applicable from time to time.

Zero Loss Liability
If ever you lose your card, Bank Alfalah ensures that you never have to worry about it. You are covered for all fraudulent charges made on your card as soon as it has been reported lost to us. Just make sure that you report the loss immediately upon discovery. You are completely secure against loss/ theft after the card loss has been reported to us.

No Minimum Income Requirement
Unlike other Cards, the Alfalah HilalCard is easy to obtain. There is no preset income requirement to enjoy the benefits of this fast, convenient and safe payment card. All you need to do is open and maintain an account with any of the branches of Bank Alfalah Limited.

Simplicity
Charge goods and services to your Alfalah HilalCard at all point-of-sale terminals with self-printing ability displaying VISA sign both in Pakistan and abroad.

Flexibility
With Alfalah HilalCard you may withdraw cash from over 1 million Automatic teller machines worldwide. You no longer need to worry whether you'll make it to the bank before closing time, because ATMs never close - they are open 24 hours a day, 7 days a week, 365 days a year.

Promptness
Using Alfalah HilalCard at ATM and / or shops requires less time than queuing in the Bank and writing out checks.

Controlled Spending
All Alfalah HilalCard transactions are subject to authorization, which means whenever you do a transaction the status of your account is checked. Therefore you eliminate the risk of spending the money you don't have - you yourself control your account.

Overview of Expenses
Each single charge and each withdrawal of cash at ATM that is made using your Alfalah HilalCard shall be clearly itemized on your bank statement enabling you to easily check the status of your account.

Immediate Payment
With Alfalah HilalCard you pay your bills immediately unlike when you use a Credit Card and get the bill later. The amount is directly debited from your designated Current / Savings (Musharaka) account.

How to Use Your Alfalah HilalCard

Shopping - Local and International Usage
Alfalah HilalCard is accepted at over 27 million physical locations in more than 130 countries around the globe, with more than 22,000 establishments in Pakistan

• Your Alfalah HilalCard is welcomed at all merchant outlets with self-printing terminals that display the VISA sign in Pakistan and around the world.

• To make a payment, present your Alfalah HilalCard at the time of making the payment and inform the cashier of your mode of payment.

• The merchant establishment will ‘Swipe’ your Alfalah HilalCard on the self-printing terminal. Please ensure that the Merchant does not use a manual Imprinter or POS machine without self printing option.

• The POS terminal will generate a ‘charge slip’. The merchant establishment will request you to sign the charge slip.
  
  
• When your purchase transaction is complete, the transaction amount will immediately be debited to your Bank Alfalah designated account.
  
  
  

Purchase Limit
Your purchase limit is equivalent to the available balance in your account. Please note that if you have multiple accounts with Bank Alfalah Limited, only the default account that you have designated in the application form will be used. Moreover, your daily transaction limit is up to Rs. 50,000/-on cash & Rs. 50,000/- on retail transactions.

Do’s

• Keep an eye on your Card at any merchant outlet; always ensure that your Card is within sight. The merchant’s personnel should swipe your Card once on the self printing POS terminal and not on any other devices. Should you feel anything suspicious, speak to the manager at once.
• While using your Alfalah HilalCard at any merchant establishment, ensure all details have been entered correctly
  and completely before signing the charge slip.
• Always use the same signature as that on your Alfalah HilalCard.
• Retain your copy of the charge slip for future reference.
• After using your Card at the merchant establishment, please ensure that the card returned to you belongs to you.
  
  

Don’ts

• DO NOT use your Card at merchants with paper imprinters / POS terminals without self printing option or for Mail, Telephone and Internet transactions.
• DO NOT use your Card at hotels during check in for “blocking the amount” as done for Credit Cards.
• DO NOT use the Card where advance payment is required even before completion of the purchase transactions / services as it will not be refunded.

Cash Withdrawal at ATMs and Cash Counters

Alfalah HilalCard can be used on more than 1 million ATMs around the world to withdraw any amount up to your available designated bank account balance.*

• Insert your Alfalah HilalCard in the ATM slot.

• Enter your ATM PIN

• For ATMs that provide you the Account Select facility requesting you to specify the kind of account you want to access, please proceed as follows:

1. For accessing your Savings (Musharaka) account choose “Savings”.
2. For accessing your Current account, choose “Checking” or “Current” (one of these two would usually be available).
3. Please be careful while performing the Account Select as a wrong selection may lead to your transaction getting declined.

• Follow the standard steps (as guided on the screen) and complete your withdrawal.

You also have the option of withdrawing the cash by requesting an Over-the-Counter cash advance at all VISA member financial institutions worldwide, or at any of the Bank Alfalah branches, or other VISA member banks in Pakistan.

Cash Withdrawal Limit

The daily cash withdrawal Limit is up to Rs. 50,000/-. Please note that different ATMs have varying
maximum limits for cash disbursement per transaction. Please check the ATM screen for the same.

Protect Your Card

In case your card is lost or stolen, you just need to immediately report the loss by calling the Bank Alfalah Call Center at 111-225-111. It is also advisable to report the loss in writing to the bank. A new card will be issued to you within 1 week of reporting this loss. Your replaced card will be delivered only at your HilalCard correspondence address within Pakistan. You are protected from any purchase transactions done on your card, from the time you report the loss to us. There will be a nominal charge of Rs.500/- for replacement of the card.

1. Report the loss, theft or damage of your Alfalah HilalCard immediately to Bank Alfalah Limited on 111-225-111, so that your card can be cancelled or reissued whatever maybe required.
2. Always use the same signature as on your card.
3. Do not bend your card.
4. Do not leave your Alfalah HilalCard near a television or any other electrical or electronic gadgets which have a continuous magnetic field.
5. Do not expose your card to direct sunlight.
6. Kindly notify the bank immediately of any irregularities.
7. Avoid scratching or damaging the magnetic stripe. This stripe is sensitively encoded and requires special care.
8. Do not place two cards with magnetic stripes face to face.
9. Please do not disclose your card account number to anyone.
10. Upon receiving a renewal card, please destroy the old card by cutting it vertically into two pieces.
11. Never disclose your Personal Identification Number (PIN) to anyone. Always keep your card and PIN separately (if not destroyed)

Please follow these guidelines for your safety as you enjoy the convenience of technology. However these guidelines are general; therefore, specific precautions may be taken as warranted by the situation and technology.

Choosing PIN:
1) Do not use a number or numbers that can obviously be associated with you - for instance your telephone number, birthday, your street number, driving license number or popular number sequences (such as 786 or 2005 or 1111).
2) Ideally choose a random combination of numbers – this is the hardest for a criminal to guess. If this is difficult for you to remember then perhaps use a combination of double numbers e.g.99 along with two others that have some meaning for you.
3) Change PIN number at frequent intervals.

Keeping Your PIN a Secret:
1) Do not allow anyone else to use your card, PIN or other security information.
2) Always memorize your PIN and other security information. If the PIN you are provided with is difficult to remember, change it to something more memorable at a cash machine as soon as possible.
3) Always take reasonable steps to keep your card safe and your PIN secret at all times. Neither your bank nor any agency is authorized to ask you to disclose your PIN.
4) Never write down or record your PIN or other security information on card or at a place easily accessible by others.

Precautions While Using ATMs (Automated Teller Machines):
Automated Teller Machines (ATMs) provide a fast and convenient banking alternative for account holders. You can bank when you want and where ever you want because locations are so convenient. In order to mitigate risks of theft & frauds, we are providing these ATM safety tips to help protect you and your account.
Remember, ATM theft can occur in two ways;
a) Unauthorized withdrawals from an account or
b) The physical theft of cash as a person completes a transaction.
The following advice for cardholders using cash machines will help minimize the chances of becoming a victim of such incidences.

Choosing an ATM:
1) Always observe your surroundings before conducting an ATM transaction. If you see anyone or anything that appears to be suspicious, cancel your transaction and leave the area at once. If there is anything unusual about the cash machine, or there are signs of tampering, do not use the machine and report it to the bank immediately.
2) After dark, only use ATMs that are well-lighted.
3) If possible, choose a machine in a busy area. A heavily trafficked location means additional security.
4) If you are followed after using an ATM, seek a place where people, activity and security can be found.

Using an ATM:
1) Use your body to block the view of your transaction. Especially as you enter your PIN and take your cash. If necessary, ask a person to leave, even if that person is just curious. If the ATM is in use, give the person using the machine the same privacy you expect. Allow them to move away from the ATM before you approach the machine.
2) Do not accept help from strangers and never allow yourself to be distracted.
3) Please call our Helpline 111-225-111 for customer support.
4) While paying the utility bills on ATM check the transaction details with the billed amount and customer ID on original bill. Keep the transaction slip safe so that it can be referred to if the paid amount appears as arrears in next billing cycle.
5) Focus your attention on ATM screen and take due care in the selection of buttons (touch the parallel area in case the screen is sensor one) to ensure the execution of desired transaction/ funds transfer. Before pressing/touching the keyboard button enter the required information cautiously. If you pressed/ touched the wrong button then transaction reversal is not possible.

Leaving an ATM:
1) After completing your transaction, remember to take your card back.
2) Once you have completed a transaction, discreetly put your money and card in your pocket before leaving the cash machine. Do not count cash at ATM machine.
3) If the cash machine does not return your card, report its loss immediately to your bank.
4) Don't discard your receipts and mini-statements or balance inquiry slips which contain important information. You get a receipt every time you make an ATM transaction.
5) Tear up or preferably shred your cash machine receipt, mini-statement or balance enquiry when you dispose them of.

Precautions While Using Point of Sales (POS):
1) Banks usually watch the cards transactions at point of sale (POS), to sort out if there are any unusual transactions, for the safety of customers and risk aversion. In such circumstances you may be contacted by your bank for authentication and confirmation of transactions. You are required to confirm your genuine transactions but do not disclose your PIN, Password etc. Such vigilance at both ends will bring synergy in the security of e-banking.
2) Always check your card when returned to you after the purchase.

Safe Internet Transactions / Shopping Virtually and with your Cards:
1) Please beware of frauds, persuasive and attractive traps of hackers.
2) Keep software updated (operating systems and browsers) because fraudsters and malicious hackers are very clever and have found vulnerabilities in software’s (windows and browsers). Please ensure that operating and browser softwares are kept upto date using legitimate upgrades and patches issued by the legitimate software vendors.
3) Make sure your computer has up-to-date anti-virus software and a firewall installed. Firewalls can monitor both incoming and outgoing Internet traffic and anti-virus will protect your computer against Trojan and worm attacks.
4) Make sure your browser is set to the highest level of security notification and monitoring. The safety options are not always activated by default when you install your softwares on your computer.
5) Two of the most popular browsers are Microsoft Internet Explorer and Netscape Navigator. Check that you are using a recent version - you can usually download the latest version from these browsers' websites.
6) Only shop at secure websites - ensure that the security icon, the locked padlock or unbroken key symbol, is appearing in the bottom right of your browser window before sending your card details.
7) The beginning of the retailer's Internet address will change from 'http' to 'https' when a purchase is made using a secure connection.
8) Use sites you can trust, for example sites you know or that have been recommended to you or that carry the Trust logo.
9) Click on the security icon to ensure that the retailer has a valid encryption certificate - the address on this certificate should conform to the address on the address bar. The certificate should ensure the identity of the website and the current day's date should be within the validity dates of the certificate.
10) Keep your personal information safe – always be wary of e-mails asking you to click on a link or confirm your details. Reputable retailers, banks etc. would never ask you to disclose or confirm sensitive personal or security information, including your PIN. If in doubt, phone the organization first.
11) Avoid signing up for junk mail – this may result in pre-filled application forms being sent to an address long after you’ve moved out.
12) Print out your order and keep copies of the retailer's terms and conditions, returns policy, delivery conditions, postal address (not a post office box) and phone number (not a mobile number). There may be additional charges such as local taxes and postage, particularly if you are purchasing from abroad. When buying from overseas remember that it may be difficult to seek redress if problems arise, but having all the aforementioned information will help us take up your case if you subsequently have any difficulties.
13) Ensure you are fully aware of any payment commitments you are entering into, whether you are instructing a single payment or a series of payments.
14) In case you pay your utility bills using virtual banking facility, ensure that user name, customer ID, amount billed are exactly the same as in the bill sent to you by your company. The transaction receipt may be saved on the hard disk and may be printed as well. It can be referred to in case of mismatch with the Internet transaction history or the already paid bill may reappear in next billing cycle.
15) If you have any doubts about giving your card details, find another method of payment.
16) If you regularly make transactions over the Internet consider opening a separate credit card account specifically for these transactions.
17) Keep your passwords secret. Some online stores may require you to register with them via user name and password before buying. Online passwords, should be kept secret from outside parties the same way you protect your Card PIN. Keep the login information safe and secret.
18) Never send payment information via email. Information that travels over the Internet (such as email) is not fully protected from being read by outside parties. The most reputable merchant sites use encryption technologies that will protect your private data from being accessed by others as you conduct an online transaction.
19) Never click on Hyperlinks within e-mails. If you are sure that the company is genuine then directly type in the URL in the Internet browser address bar, or call the company on a contact number previously verified or known to be genuine.
20) Don’t let websites or merchants store your card information. The exchange of encrypted transactions will be better than to allow the storage of identity information on data bases.

Checking Statements:
1) Ensure receiving of statement from your bank regularly. In case you do not receive statement within 7 days of your statement date, contact your bank for a copy of the bank statement.
2) It is recommended that mini-statements are regularly produced for reconciling transactions..
3) Reconcile your transactions regularly with statements (Bank Statement or Mini-Statement).

Fraudulent E-mails:
1) Fraudulent email may bear the authentic trademarks, logos, graphics and URLs of the spoofed company.
2) The HTML tags behind the link will reveal that the underlying URL usually does not link to a page within the authentic domain..
3) The email requests confidential or personal information (such as PIN, four digit number, account number etc).
4) It may request immediate action to keep accounts or cards activated so as to use it for some fraudulent purposes.
5) The linked web site may not provide secure and authenticated communication (i.e. it does not show the closed padlock at the bottom of the web browser).

Only Open and Respond to E-mails that Pass Some Basic Tests, such as:
1) Is the email from somebody you know?
2) Have you received emails from this sender before??
3) Were you expecting email with an attachment from this sender?
4) Does email from this sender with the contents describe in the subject line and the name of the attachment makes sense?
5) Does this email contain a virus?

Protection of Cards and Personal Information:
1) Shield your card properly and follow basic principles of card storage. Cards are sensitive to mechanical, electromagnetic, sun impacts and can be pictured using cameras if left in plain view.
2) Avoid to submit personal details for lucky draws even if these are from reputed organizations. Normally the organizations do not accept responsibility in case of theft of personal information which may cause loss to the Cardholder.
3) Be wary of responding to e-mails requesting information. If in doubt, ask for proof of identity or undertake your own checks. Never disclose your PIN to anyone.
4) Sign on the back of your new card as soon as you get it.
5) Carry fewer cards. It will reduce the risk of stealing.
6) In case of multiple cards make a list of all your cards and their helpline numbers and keep it in a safe and secured place.
7) With credit and debit cards easily at hand, try not to keep large amounts of cash at home. Your financial institution is a lot safer.
8) Cancel any unwanted or expired cards by contacting the card-issuer and cutting up the unwanted or expired card in at least two pieces.
9) If you move house make sure you contact your bank and all other organizations to give them your change of address.
10) Generally cardholders are not liable for losses resulting from circumstances beyond their control. Such circumstances include, but are not limited to:
a) Technical problems, card issuer errors, and other system malfunction.
b) Unauthorized use of a card and PIN where the issuer is responsible for preventing such use, for example after the card has been reported lost or stolen, the card is cancelled or expired or the cardholder has reported that the PIN may be known to someone other than the cardholder.

Precautions When Going Abroad with Cards:
1) Make a note of your card issuers’ emergency contact numbers and keep the information somewhere other than your purse or wallet.
2) Be careful at airports and other terminals during checking times. Ensure the safety of your cards and other important documents.

When Making Transactions through Call Centers/IVRs:
1) Don't give your card number over phone to cold callers. Only make telephone transactions when you have made the call and are familiar with the company. Be particularly cautious if you are cold-called by someone claiming to be from a bank or any authorized agency etc.
2) Have the card in front of you. You may be asked for information including the card number, expiry date, the four-digit card security code on the signature strip (not your PIN code), issue number where applicable, and your name as it appears on your card..
3) If you feel pressured by a telemarketing salesperson, be suspicious. Never give out your account number unless you've decided to make a purchase.
4) Do not volunteer any personal information when you use your credit/debit card, other than your ID document, which may be requested.
5) If the retailer sends you written confirmation of the order, check the bill to ensure that it is correct. Keep any such receipts and check them off against your next statement.
6) If you find any transactions on your statement that you are certain you did not make, contact your bank immediately. You may be asked to sign a disclaimer, confirming that you did not undertake the transaction.

What to do if you are a Victim of Card Fraud in General:
If you discover that your card has been lost or stolen or that you have been the victim of a fraud, you should inform us immediately. But if the cardholder is shown to have acted fraudulently or without reasonable care, for example, by keeping their PIN written down with their card, they would have to meet all the losses.

Some Warning Signs of ID Theft and Fraud:
1) Your regular bank or credit card statements fail to appear.
2) You notice that some of your mail is missing..
3) Your credit card statement includes charges for items you have not purchased or ordered.
4) A debt collection agency contacts you about goods you have not ordered or an account you have never opened.
5) You receive a telephone call or letter saying you have been approved or denied credit for accounts you know nothing about.

CAUTION:
KINDLY DO NOT GIVE AWAY YOUR CARD TO ANYONE IN ANY CASE E.G. FOR LIMIT ENHANCEMENT OR CANCELLATION OF YOUR CARD ETC. WITHOUT CUTTING IT INTO TWO HALVES.
UNDER NO CIRCUMSTANCES SHOULD YOU DISCLOSE YOUR PIN CODE TO ANYONE FOR ANY REASON.

Schedule of Charges

The following Schedule of Charges is associated with your Alfalah HilalCard. Please make a note of the following so that you are fully informed of the charges on your Card.

*Record of Charges
“These charges are subject to change on half yearly basis. You may collect the latest copy of Schedule of Charges from any of the nearest BAL branch.“

CARDS CENTERS & CALL CENTERS

LAHORE: Head Office: 08-Ali Block, New Garden Town. (042) 5888630-9
KARACHI: 6th Floor, Business Avenue, Shahrah-e-Faisal. (021) 4324191-200
RAWALPINDI: B.A. Building, 08-The Mall. (051) 5268200
FAISALABAD: 1st Floor, 237/B, Commercial Area, D-Ground, People’s Colony. (041) 8732288, 8555919
HYDERABAD: Hyderabad Plaza, MZ Floor, Saddar Cantt. (022) 9201122
PESHAWAR: Lamsy Arcade, Fakhr-e-Alam Road, Cantt. (091) 9213930-34
KABUL - AFGHANISTAN: 410 Chahrah-e-Sadarat, Shehr-e-Nou. (+93 20) 2203360-1

VISA Emergency Assistance Centres

Country	GCAS toll free
Anguilla	1-800-847-2911
Antigua	1-800-847-2911
Argentina	0800-666-0171
Aruba	800-1518
Australia	1800 450346
Austria	0800 293 084
Bahamas	1-800-847-2911
Bahrain	800-006
Barbados	1-800-847-2911
Belgium	0800 78465
Bermuda	1800 6230127
Bolivia	800-10-0188
Bonaire	001-800-847-2911
Brazil	0800 891 3680
British Virgin
Islands	1-800-847-2911
Brunei	Access Code
	800-1111 then
	866 765 9644
Canada	1866 639 1911
Cayman Islands	1-800-847-2911
Chile	1230-020-2136
China	10800 4400027
Columbia	01800 912 5713
Costa Rica	0800-011-0030
Curacao	001-800-847-2911
Denmark	808 83399
Dominica	1888 425 2844
Dominican Republic	1-800-847-2911
Finland	0800-11-0057
France	0800 904349
Germany	0800 1822891
Greece	00800 4412 1092
Grenada	1-800-847-2911
Guam	888 425 0227
Guatemala	1-800-999-0115
Hong Kong	800 900 782
Hungary	06800 14352
India	Access Code
	000-117 then
	866 765 9644
Indonesia	001 803 44 1600
Ireland	1800 509042
Israel	1-800-941-1605
Italy	800 781 769
Jamaica	0-800-847-2911
Japan	00531 44 0022
Korea	00 308 44 0050
Liechtenstein	0800-89-4732
Luxembourg	0800-2012
Macau	85230028561
Malaysia	1800 802997
Mexico	001-800-847-2911
Montserrat	1-800-847-2911
Netherlands	0800 023 2964
Nevis	1-800-847-2911
New Zealand	0508 600300
Norway	800 11 570
Panama	001 888 771 1784
Philippines	1800 14410015
Portugal	800 844 034
Puerto Rico	1-800-847-2911
Saba	1-800-847-2911
Saint Eustatius	1-800-847-2911
Saint Kitts/Nevis	1-800-847-2911
Saint Maarten	1-800-847-2911
San Marino	800-819-014
Singapore	800 4481 250
South Africa	0800-990-475
Spain	900 94 8966
Sweden	020 790939
Switzerland	0800 835274
Taiwan	0080 1 444 123
Thailand	001 800 441 3485
Trinidad	1888 425 0225
Trinidad/Tobago	1-800-847-2911
Turkey	00-800-13-535-0900
Turks/Caico	0-1-800-847-2911
UK	0800 1695189
Uruguay	00-0411-940-7915
US Virgin Islands	1-800-847-2911
USA Hawaii	1 866 765 9644
USA Main Land	1 866 765 9644
Venezuela	0800-1-002167

Frequently Asked Questions

1-What is the Alfalah HilalCard?
Alfalah HilalCard is a debit card that gives you access to your bank account. Alfalah HilalCard allows you to purchase goods at merchant establishments across Pakistan and abroad and also gives you the freedom to withdraw cash from any VISA/ Electron/PLUS ATMs in Pakistan and abroad, and all Local 1 Link ATMs and MNET ATMs.

2-Which accounts are eligible for the Alfalah HilalCard?
The Alfalah HilalCard comes with all Savings (Musharaka) and current accounts except Non resident (ordinary) accounts and accounts with joint mandate or conditional mandate. However, accounts with joint/conditional mandate can obtain the Alfalah HilalCard on request by completing the required formalities.

3-What are the benefits of being an Alfalah HilalCardholder?
The main benefit of being a Alfalah HilalCardholder is that you enjoy unparalleled access to your account - whenever you want, wherever you go. Besides, you can control your finances since your spending limit is determined by the balance in your account. Alfalah HilalCard is accepted at more locations worldwide than any other debit card available in Pakistan.

4- What transactions can I carry out on ATMs using my Alfalah HilalCard?
You can now enquire on your balance or withdraw cash using ATMs.*

* Different ATMs have varying maximum limits for cash disbursement per transaction. Please check the ATM screen for the same.

5- Do I have free access to other Bank's ATMs?
YES - you can use all Bank Alfalah ATMs, local 1 Link ATMs and MNET ATMs and all other Banks’ 1 million ATMs worldwide on the VISA network for cash withdrawals*.

*Subject to maximum cash withdrawal limit.

6- Which outlets will accept my Alfalah HilalCard?
Your Alfalah HilalCard is welcomed at all merchant establishments and ATMs that accept VISA cards in Pakistan and abroad having self-printing POS terminals. Presently, the card can be used at over 22,000 establishments in Pakistan and at over 27 million retail outlets worldwide, where the VISA sign is displayed. The card is also welcomed at over 1 million ATMs worldwide.

7- What is unique about the Alfalah HilalCard?
There are several unique features in the Alfalah HilalCard.
1. Widest access across the globe..
2. Signature based transactions on all self-printing POS terminals on the VISA network worldwide.
3. PIN Based ATM transactions for added security.
4. Accepted at more locations than any other debit card in Pakistan.

8- What is the mode of payment for an Alfalah HilalCard?
There are no monthly out standings in the case of Alfalah HilalCard. Your account will be instantly debited to the extent of purchases made or the amount withdrawn from ATMs in addition to other charges on Alfalah HilalCard.

9-What is the procedure to be followed in case of loss of the Alfalah HilalCard?
It is important that you report the loss of your card immediate by calling Bank Alfalah Call Center 111-225-111. It is also advisable to report the loss in writing to the Bank Alfalah Card Centre.

10-If I misplace my Alfalah HilalCard, how can I prevent the misuse?
Once you report the loss of your Alfalah HilalCard to the Bank, your card will be hot listed and you are protected from losses due to misuse. If you are traveling overseas and need to report your lost card immediately, you can call VISA Global Assistance numbers mentioned in the welcome guide.

Please ensure that you NEVER keep your Alfalah HilalCard and PIN together.

11-Do I have to pay any charges for replacement of my lost Alfalah HilalCard?
There will be a nominal charge for replacement of the card as per Schedule of Charges.

12-What is the maximum amount of payments I can make with my Alfalah HilalCard?
The maximum amount of payments that you can make on a daily basis depends on the available balance in your account and is subject to a maximum limit of Rs.50,000 for cash and Rs. 50,000 for retail transactions.

13-Will I be able to use my Alfalah HilalCard in other countries as well?
Yes, your Alfalah HilalCard is welcomed at over 27 million merchant establishments and over 1 million ATMs worldwide that accept VISA Cards.

14-Will I be able to use my Alfalah HilalCard at petrol stations?
You can use your Alfalah HilalCard at all petrol stations that accept the VISA Card. However, a surcharge on purchase value shall be applicable as per industry standards.

15-What is the validity period of my Alfalah HilalCard?
Your Alfalah HilalCard is valid for 3 years from the date of issue.

16-Can I exceed my credit limit?
Your credit limit is equivalent to the available balance in your account. If you have multiple accounts with Bank Alfalah Limited, the default account that you have designated in the application form will be used only.

Daily transaction limit is up to Rs. 50,000/-.

17-How will I know if an establishment accepts my Alfalah HilalCard?
The member establishment will display the VISA signs. If not, please enquire over the merchant counter whether they accept the VISA Card, before you make a transaction.

18-Can I access uncleared funds also?
No, only cleared funds can be accessed.

19-How much time will the transaction take?
The average transaction time is 10-45 seconds.

20-Do I need to retain my copy of the charge slip?
It is advisable to retain and verify your charge slip against account statement.

21-How can I handle a change in my address?
You can inform us of your new mailing address by either sending a written request to Alfalah VISA Customer Service, or by calling our Call Center.

23-What if I have a discrepancy / error on my account statement?
If you notice any error or discrepancy in your account statement, report the matter to our Customer Service urgently. In order to check statement entries, retain all your sales slips and printed receipts to keep a track of all your transactions.

Terms and Conditions

These terms and conditions shall be applicable to Bank Alfalah’s VISA Debit Card and shall regulate the order for issuance of Bank Alfalah’s VISA Debit Card and all payments and other transactions triggered thereby. Any person who has been issued a VISA debit card by Bank Alfalah and who has signed at the back of the Card and/or has used the Card shall be bound by these terms and conditions.

Definitions

• “ATM” means an automated teller machine or any card-operated machine or device whether belonging to the Bank or other participating banks or financial institutions or to the VISA global ATM network, or the affiliated networks which accept the Card.

• “Bank” means Bank Alfalah Limited and only refers to the branches of Bank Alfalah Limited carrying on business in Pakistan.

• “Bank Account” means the savings (Musharaka) /current/deposit account opened by the Account Holder at any authorized Bank Alfalah branch in Pakistan, prior to applying for the VISA Card.

• “Card” means the applicable Bank Alfalah VISA card issued by the Bank to the Account Holder and includes supplementary and subsequently issued renewal or replacement Cards, if any, unless the context otherwise requires

• “Account Holder” means the original person excluding any Supplementary Cardmember who is issued a Card and for whom the Account is first opened by the Bank.

• “Card Account” means the Bank Alfalah VISA card account based on the 16 digit card number issued to the Account Holder, as the case may be, opened by the Bank for the purpose of entering debits incurred by or for the account of, and credits received by or for the Account Holder and Supplementary Cardmembers, if any, under these Terms and Conditions and includes, without limitation, all debits incurred resulting from any Cash Advances and/or Charges and/or Liabilities arising out of or in connection with any Card Transaction or otherwise. Card Account transactions will immediately be posted to the Bank Account. The payments/credits made to the Bank Account will be considered credits to the Card Account and vice versa.

• “Cash Transaction” means any amount in any currency provided to the Account Holder and/or Supplementary Card member by the Bank or participating bank or ATM displaying the scheme logo and whether in cash or other form of payment.

• “Card Transaction” means any Cash Advance or the amount charged by the Bank or any Merchant for any goods, services, benefits, or reservation obtained by the use of the Card or the Card numbers or the PIN or in any other manner by the Account Holder and/or Supplementary Card member, including without limitation, mail, facsimile orders or reservation authorized or purported to have been authorized or made by the Account Holder and/or Supplementary Card member, regardless of whether a sales or Cash Advance or other voucher or form is signed by the Card member.

• “Charges” means the amount of all and any purchases charged and all amounts payable by the Account Holder and as applicable, Supplementary Card member, arising from the issue or use of the Card and includes, but is not limited to, all Card Transactions, costs, disbursements, fees imposed by the Bank and all loss and damage incurred or suffered or sustained by the Bank arising from or relating to the issue or use of the Card or breach of these Terms and Conditions by the Account Holder and/or the Supplementary Card member, or the Bank’s enforcement or attempted enforcement of its rights under these Terms and Conditions in connection therewith.

• “Account Balance” means the total balance available in the relevant Bank Account, as the case may be, according to the Bank's records on the date the Statement of Account is issued including all charges and liabilities. The Balance in the Bank Account will be considered as the balance in the Card Account.

• “Liabilities” means any or all amounts payable whatsoever by the Account Holder to the Bank pursuant hereto (other than 'Charges') including every type of exchange or other premium, fees, imposts, duties and levies of whatsoever kind and/or amounts such as delayed payment fees, cash advance fees, stamp duties, excise or other taxes on provision of advances or credit or finance or otherwise and losses incurred or sustained by the Bank, if any, arising or resulting from any governmental actions or policies which effectively prevent repayment of foreign currency Charges of the Account Holder and/or Supplementary Card member and further including, without limitation, fines, costs, expenses, damages (liquidated or otherwise) and legal costs and disbursements charged or incurred in connection with application and/or enforcement hereof.

• “Merchant” means any retail and service outlets that has entered into a written agreement to accept VISA cards in the payment or reservation of goods and services.

•“Merchant Establishment" shall mean establishments wherever located which honor the card and shall include, among others, stores, shops, restaurants, hotels and airline organizations advertised as honoring the card.

• “Month” means calendar month.

• “PIN” means the Personal Identification Number issued to the Account Holder or a Supplementary Card member (if applicable) to enable Card use at an ATM and/or other authorized terminals, displaying the scheme logo for a Cash Advance.

• “Rupee” means Pakistani Rupee for the purpose of these Terms and Conditions.

• “Statement of Account” means the Bank's periodic Statement of Account sent to the Account Holder showing particulars of the Current Balance and charges including but not limited to charges incurred by and/or for the account of the Account Holder and any Supplementary Card member by using their Bank Alfalah VISA cards and debited to the Account Holder’s Bank Account.

• “Supplementary Card” means the supplementary Bank Alfalah VISA card issued by the Bank to the supplementary card member, at the request of the Account Holder and includes subsequently issued renewal or replacement supplementary cards, if any.

• “Supplementary Cardmember” means the person to whom the Supplementary Card has been issued by the Bank.

In these Terms and Conditions, unless the context otherwise requires:

I.Words with only singular number shall include the plural number and vice versa.

II.Any reference to a Account Holder includes where the context permits any or
all heirs, executors, administrators and successors-in-interest.

III.The headings to the clauses shall not be taken into consideration in the
interpretation or construction of these Terms and Conditions.

1. These terms and conditions shall become effective upon the receipt of the card by the Account Holder and shall be valid until the validity of the Card.

2. The Card is valid for use at ATM’s and Merchant Establishments in Pakistan and abroad. The Card is valid up to the last working day of the month indicated on the Card.

3. The Account Holder guarantees that all documents and information furnished to the Bank are correct, complete, legitimate and comply with all prevailing regulations.

4. The Bank reserves the right to charge any fee on the usage of the Card, the amount and condition of which shall be set forth by the Bank at its own discretion from time to time.

5. The Bank reserves the right to charge all Card transactions to the Bank Account immediately on receipt without any verbal and/or written verification from (or intimation to) the Account Holder.

6. The Bank shall provide a periodic Statement of Account to the Account Holder, and the Account Holder shall be bound by the Statement of Account unless the Account Holder expresses objection in writing accompanied by supporting proofs within a period of 2 (two) calendar weeks after the Statement Date printed on the Statement of Account.

7. Withdrawal of fund from the Card Account or another transaction can only be done using the Card and/or any other procedure approved by the Bank at its own discretion. The Bank reserves the right to restrict the maximum daily number and/or daily amount of transactions allowed on the Card based on its own internal policies, which will be subject to change from time to time at the Bank’s discretion.

8. The Account Holder may carry out payments or enter into transactions only to the amount of the available balance on the Account but not more then the designated limits, provided that no attachment is imposed or pledge is established on the funds in the Account.

9. Any fund receipt will be considered effective the moment the Bank registers it in its books.

10. Deposit or withdrawal of funds using a different currency from that of the Bank Account shall be converted using the market rate prevailing on the conversion day, adjusted for a markup as applied by the Bank and/or VISA International.

11. The Bank shall be empowered to reject crediting or booking in the Bank Account any remittance of money intended for the Account Holder if there is lack of clarity or mistake in the data received by the Bank.

12. The Bank is entitled to reject conducting any requested transaction based on any written request if according to the consideration of the Bank the signature affixed thereto does not match the specimen available at the Bank, the inscription or information on the document is not clear or is incomplete or the Bank doubts other matters or because the Bank Account is being blocked or placed as collateral or is in dispute.

13. The Bank reserves the right in its own discretion to accept or reject fulfilling a transaction request based on the criteria setup by the Bank. The Bank reserves the right not to disclose such criteria to the Account Holder based on its own security and safety policies.

14. The Account Holder is bound by the transaction instruction prepared in connection with the Card Account and will not request the bank to cancel the transaction implemented by the Bank partially or entirely. All transaction disputes will be handled as per the procedures designed by the Bank at its own discretion and the Bank’s decision on all such cases will be final without any right of objection to the Account Holder.

15. In case the Account Holder passes away or is placed under bankruptcy, his/her obligation shall shift to his/her heirs or proxies.

16. The Bank shall charge taxes and/or any other Government levies on the Card Account in accordance with the prevailing State Bank regulations.

17. The Bank is entitled and shall be authorized for such purpose by the Account Holder to make correction, debit or do other things deemed necessary on the Card Account, Bank Account or Account balance if there is a transaction or calculation mistake or operational error, or other things requiring corrections.

18. If there is a discrepancy in balance calculation between the Bank and the Account Holder, the parties agree that the Bank’s calculation shall be declared correct and legitimate. The Bank shall be empowered to recover its right if there is a mistake causing the Account Holder to receive an incorrect entitlement and the Account Holder shall be obliged to return it to the Bank, for this purpose the Account Holder authorizes the Bank to debit the Bank Account of the Account Holder at the Bank.

19. The Account Holder is fully responsible for everything related to the Card Account provided by the Bank, including but not limited to the Personal Identification Number (PIN) to conduct transactions through ATM, so that it is not used by any other party whatsoever. The use by the unauthorized parties and all consequences and losses arising shall be the responsibility and risk of the Account Holder.

20. The Account Holder must immediately inform the Bank together with a report to the local Police if the card is lost / stolen. At the discretion of the Bank, the Bank may issue a replacement Card by charging a fee.

21. The Bank is relieved from responsibility for any false use and/or all consequences arising due to loss/theft/disclosure of the Card details and/or PIN to any third party including but not limited to internet card usage.

22. At its own discretion, the Bank may give a supplementary card at the request and with the approval of the Account Holder. All obligations and consequences arising from the use of the supplementary card shall still be the responsibility of the Account Holder, therefore the Bank shall be acquitted from all responsibilities or actions whatsoever done by the supplementary Cardmember Holder(s) if there is a dispute on a supplementary card transaction.

23. The Bank is given approval and authorization by the Account Holder to furnish Account Holder information / data, to block, to handover or to debit, at the request of any authorized official or agency or other parties, or to comply with the provisions of the prevailing law.

24. The Account Holder approves the action of the Bank to furnish information on the Account Holder regarding the offer or provision of service from other parties, verbally or in writing.

25. The use of the Bank Alfalah’s VISA Card may be cancelled temporarily or permanently upon loss, theft, forgetting the PIN, damage or destruction of the Card; upon pledging as collateral or imposing an attachment to the funds in the Account; upon any breach of the terms on behalf of the Accountholder or any Supplementary Cardmember; upon withholding of the Card by an ATM terminal; on Cardholder’s demand; upon demise of the Account Holder/Supplementary Cardmember or its putting under judicial disability; upon issuance of a new Card due to its substitution with the previous Card or at the discretion of the Bank.

26. The Bank is further entitled and authorized by the Account Holder to block the Card and/or Account Balance if there is a party declaring owning or co-owning of the balance, or there is a dispute on the Bank Account and/or the Account Balance or among the Account Holders or among the parties claiming to be the heir of the Account Holder or among the managers or owners of the company, which matter is entirely at the discretion of the Bank itself.

27. If the Card is blocked under Clause 26 above, it shall remain temporarily blocked until its reactivation after the appearance of the Account Holder/Supplementary Cardmember in person and then together submitting a request in writing on that. Otherwise, the Card shall remain temporarily blocked until the expiry date of the Card. The temporary blocking of the Card shall be deactivated upon the expiry date of the Card or upon issuance of a new Card.

28. The Bank is entitled to offset the account balance and the obligation of the Account Holder to the Bank. For this purpose, the Account Holder delegates the authority to the Bank to debit the Account balance without prior notice.

29. Card Account closing may be done by the Bank from time to time, and the Account Holder delegates authority for such purpose, if there is false information or document, or the Account Holder violates the provisions of the Card Account, or violates the prevailing regulations, or there is a condition that has met the requirements for account closing including but not limited to inactive account or at the discretion of the Bank itself. This provision does not reduce the right of the Bank from time to time to close the account at its own discretion without prior notice or approval from the Account Holder.

30. Card Account closing shall not require prior notice whilst the obligation of the Account Holder that exists or will exist must be settled by the Account Holder to the Bank including overdraft. All related documents must be returned to the Bank upon its first request.

31. The Bank shall return the balance of the Card Account, if any, after deducting the obligations of the Account Holder, without having to pay markup, by sending a cheque or the like or requesting the Account Holder to get the item itself at the office of the Bank.
32. All correspondence to the Account Holder shall be addressed to the address recorded at the Bank. Change of address shall not be effective if the notice in writing including the supporting document has not been received by the Bank and all consequences shall not be the responsibility of the Bank.

33. Change in the joint bank account (and/or) including change of signature specimen and Card Account closing may only be requested from the Bank together by the Account Holders. The provision of the information by the Bank to one of them shall be considered adequately received by all the other joint Account Holders. Change of address and/or signature specimen and/or any other correspondence for the Card and the Bank Account shall be made based on separate requests to be sent to both the Card Division and the relevant branch by the Account Holder.

34. In case the policy is established from the Bank to change the status of the office or to close or move the office of the Bank where the Card Account is recorded, then the Bank shall move the record of the account to the office designated by the Bank.

35. Besides by mutual agreement between the parties, the terms may be cancelled:
a) Unilaterally by the Account Holder with at least two months notice in writing on closing of the Account or unilaterally by the Account Holder with at least two months written notice for cancellation of these terms. The Account Holder shall forthwith cut the card in two halves and return the Card to the Bank and obtain a valid receipt thereof. Such termination shall also be deemed a termination of all the facilities accorded by the Bank to the Account Holder. In the event charges are incurred on the Card after the Account Holder claims to have destroyed the Card, the Account Holder shall be entirely liable for the charges incurred on the card whether or not the same are the result of misuse and whether or not the Bank has been intimated of the destruction of the Card.
b) Unilaterally by the Bank with one-month notice in writing on closing of the Account or cancellation of these terms
c) In other cases under the law, these terms or the Bank’s internal procedures

36. In case of termination of these terms the Bank is entitled to freeze a balance on the account at Bank’s discretion for a period of 60 days as funds covering all subsequent instructions to settle. During the period of closing the Card is deactivated and the Account Holder can not submit any instructions with the aid of the Card.

37. In consideration of the bank providing the Account Holder with the facility of the card, the Account Holder hereby agrees to indemnify and keep the bank indemnified from and against all actions, claims, demands, proceedings, losses, damages, personal injury, costs, charges and expenses what so ever which the bank may at any time incur, sustain, suffer or be put to as a consequence of or by reason of or arising out of providing the Account Holder the said facility of the card or by reason of the bank’s acting in good faith and taking or refusing to take or omitting to take action on the Account Holder’s instructions, and in particular arising directly out of the negligence, mistake or misconduct of the Account Holder; breach or non-compliance of the rules, terms and conditions relating to the card and the account and/or fraud or dishonesty relating to any transaction by the Account Holder or his employee or agents.

38.The Account Holder agrees to indemnify the bank for any machine/mechanical error/failure. The Account Holder shall also indemnify the bank fully against any loss on account of misplacement by the courier or loss-in-transit of the card/PIN.

39.Without prejudice to the forgoing, the bank shall be under no liability what so ever to the Account Holder in respect of any loss or damage arising directly or indirectly out of:

•Any defect in quality of goods or services supplied.
•The refusal of any person to honor or accept a card.
•The malfunction of any computer terminal.
•Effecting transaction instructions other than by a Account Holder.
• Handing over of the card by the Account Holder to anybody other than the designated employees of the bank at the bank’s premises.
•The exercise by the bank of its right to demand and procure the surrender of the card prior to the expiry date exposed on its face, whether such demand and surrender is made by and/or procured by the bank or by any person or computer terminal.
•The exercise by the bank of its right to terminate any card.
• Any injury to the credit, character and reputation of the Account Holder alleged to have been caused by the re-possession of the card and/or any request for its return or the refusal of any merchant establishment to honor or accept the card.
• Any mis-statement, misrepresentation, error or omission in any details disclosed by the bank.
• Except as otherwise required by law, if the bank receives any process, summons, order, injunction, execution restraint, levy lien, information or notice which the bank in good faith believes calls into question the Account Holder’s ability, or the ability of someone purporting to be authorized by the Account Holder, to transact on the card, the bank may, at its option and without liability to the Account Holder to obtain any portion of his funds, or may pay such funds over to an appropriate authority and take any other steps required by applicable law.
•The bank reserves the right to deduct from the Account Holder’s account a reasonable service charge and any expenses it incurs, including without limitation reasonable legal fees, due to legal action involving the Account Holder’s card.

40. The usage of the card and the terms and conditions hereunder will be governed by the law of Pakistan. The Account Holder undertakes to comply with the applicable laws and procedures while availing of and utilizing the card.
All disputes are subject to the exclusive jurisdiction of the competent courts in Pakistan.

41.The Cardmember agrees to reimburse the bank for payment of any stamp duties and/or excise or other similar taxes or levies payable in connection with any advances, finances or credit provided by the Bank to the Cardmember or any Supplementary Cardmember.