Cebuana from Home
For assistance, please email us at [email protected] or call us (+632) 759-9888/(+632) 779-9888 Local 1372 or 1373 or via (+63)918-488-3912
GENERAL TERMS AND CONDITIONS
TERMS OF USE
By using/accessing the Cebuana from home (“CFH”) website/platforms, you agree to be bound by these Terms and Conditions of
Use. We reserve the right to amend these terms and conditions at any time. If you disagree with any of these Terms and Conditions
of Use, you must immediately discontinue your access to Cebuana from home and your use of its services. Continued use of
Cebuana from home will mean that you accept these Terms and Conditions of Use, and you accept the likelihood of its
amendment from time to time.
DEFINITIONS
In these Terms and Conditions of Use, the following capitalized terms shall have the following meanings, except where the context otherwise requires:"CEBUANA FROM HOME" or the “CFH” – a service of Cebuana Lhuillier offered on different platforms, such as website, FB Messenger, SMS and others.
"CFH Website" – an online platform accessible via www.cebuanafromhome.com.
"USER" – registered user in CFH website with full KYC
"GUEST"– non registered user of CFH website
"KNOW YOUR CUSTOMER" or "KYC" shall refer to the process of establishing the identity of the Cebuana from home also known as Customer Verification.
"SERVICES" – products and services that are integrated with Cebuana from home.
"24K MEMBERS – refers to the 24k loyalty membership of PJ Lhuillier, Inc. (Cebuana Lhuillier)
APPLICABILITY OF TERMS AND CONDITIONS
The use of any Services in Cebuana from home is subject to these Terms and Conditions of Use.Cebuana from Home registered users will be enrolled to Cebuana Lhuillier 24k membership. Unregistered users will be classified as guest, as such, will have limited access on different services of Cebuana Lhuillier.
Cebuana from Home processes financial transactions. Such as but not limited to: Domestic Remittance, Bills Payment, Insurance, Pawn Renewal, New Pawn, Pawn Redemption.
PJLI is authorized to block the transaction/s or access to CFH should in our reasonable opinion may give rise to a breach of these Terms and Conditions of Use.
Wrong registration of User Name and or password for three (3) consecutive tries will lock User's account. To unlock account, CFH Website offers a PIN reset function.
We reserve the right to change, modify, substitute, suspend or remove without notice any information or Services in Cebuana from home from time to time. Your access to CFH Website and or the Services may also be occasionally restricted to allow for repairs, maintenance or introduction of new facilities and or services. We will attempt to restore such access as soon as wereasonably can.
Users and Guests hereby agrees to receive transaction notifications, announcements and be regularly updated by PJLI and its subsidiaries and affiliates (hereinafter, "Cebuana Lhuillier Group") of their products and services and thus understand fully that account holder foregoing information will accordingly be shared.
User and Guest understands that PJLI at times may not be able to carry out instructions received through Cebuana from home due to offline situations caused by system problems or such other circumstances as determined by the PJLI.
User and Guest has full responsibility over the security of his/her Mobile Device/s, SIM card and confidentiality of his/her User ID and password/s and all transactions, whether valid or fraudulent, authorized or unauthorized, made through said Mobile Device/s / SIMcard and via Cebuana from home, if such fraudulent or unauthorized transaction was caused by or is a result of the User's fault or negligence. PJLI encourages the User to change password regularly, especially when account details have been exposed.
It is User's sole responsibility to reset the password through Cebuana Express App if its confidentially has been reasonably suspected to have been compromised to avoid any unauthorized use of the User's accounts. PJLI shall not be liable for any unauthorized use / misuse of the Mobile App due to theft or loss of the Mobile Device/SIM.
We will use reasonable endeavors to correct any errors or omissions as soon as practicable after being notified of them. However, we do not guarantee that the Services will be free of faults. Accordingly we will not accept liability for any such faults, errors or omissions. In the event of any such error, fault or omission, you should report it by contacting us through Cebuana CARES Hotlines via the following:
Phone : (02) 8759-9800 / (02) 8779-9800
SMS : 0917-8122737 GLOBE / 0918-8122737 SMART
Email : [email protected]
Address : 5/F PJL Corporate Center – Annex II, 1782 Nicanor Garcia corner Candelaria St., Brgy. Valenzuela, Makati City 1208
We do not warrant that your use of the Services will be uninterrupted and or that any information or messages transmitted via the Services or the Mobile Application will be transmitted accurately, reliably, in a timely manner or at all. Notwithstanding that, PJLI will exert earnest-efforts to provide uninterrupted access to the Services. Access to the Services may be suspended, restricted or terminated at any time.
We do not give any warranty that the Services are free from viruses or anything else which may have a harmful effect on any technology.
To the fullest extent permitted by applicable law, we disclaim all representations and warranties relating to the Cebuana from home and its contents, including any inaccuracies or omissions in the service, accuracy, availability, non-infringement or implied warranties in the course of the User/Guest dealing or usage of trade.
We shall not be liable for any acts or omissions of any third parties howsoever caused, and for any direct, indirect, incidental, special, consequential or punitive damages, howsoever caused, resulting from or in connection with the mobile application and the services offered in the mobile application, your access to, use of or inability to use the mobile application or the services offered in the mobile application, reliance on or downloading from the mobile application and or services, or any delays, inaccuracies in the information or in its transmission including but not limited to damages for loss of business or profits, use, data or other intangible, even if we have been advised of the possibility of such damages.
We shall not be liable in contract or otherwise howsoever and whatever the cause thereof, for any indirect, consequential, collateral, special or incidental loss or damage suffered or incurred by you in connection with the website and these Terms and Conditions of Use. For the purposes of these Terms and Conditions of Use, indirect or consequential loss or damage includes, without limitation, loss of revenue, profits, anticipated savings or business, loss of data or goodwill, loss of use or value of any equipment including software, claims of third parties, and all associated and incidental costs and expenses. The above exclusions and limitations apply only to the extent permitted by law. None of your statutory rights as a consumer that cannot be excluded or limited are affected. Notwithstanding our efforts to ensure that our system is secure, you acknowledge that all electronic data transfers are potentially susceptible to interception by others. We cannot, and do not, warrant that data transfers pursuant to the CFH Website will not be monitored or read by others.
INDEMNITY
You agree to indemnify and keep us indemnified against any claim, action, suit or proceeding brought or threatened to be brought against us which is caused by or arising out of (a) your use of the Services, (b) any other party’s use of the Services using your userID, verification PIN and or any identifier number allocated by P.J. Lhuillier Inc, and or (c) your breach of any of these Terms and Conditions of Use, and to pay us damages, costs and interest in connection with such claim, action, suit or proceeding.AMENDMENTS
We may periodically make changes to the contents of the Cebuana from home, including the descriptions and prices of products and services advertised, at any time and without notice. We assume no liability or responsibility for any errors or omissions in its contents.We reserve the right to amend these Terms and Conditions of Use from time to time without notice. The revised Terms andConditions of Use will be posted in the Cebuana from home and shall take effect from the date of such posting. You are advised to review these Terms and Conditions periodically as they are binding upon you.
ADDITIONAL FOR PAWNING
You agree to allow Cebuana from Home to use the data you provide to reflect information regarding your pawning transactions with Cebuana Lhuillier branches known as "Branches" Cebuana from Home includes pawning services such as but not limited to: New Pawns, Pawn Renewal, View Pawn Items, and Item Estimated Appraisals collectively known as "Cebuana from Home Pawning Services". These services are in connection with physical transactions with the Branches that are enhanced through a digital experience with complementing services such as, facilitation of branch transactions, enablement of delivery services and automation. "Delivery Services" in connection with Cebuana from Home Pawning Services include site visits of Cebuana Lhuillier and partner personnel known as “Delivery Personnel” who can act on the Branch’s behalf. Any transaction conducted with the Delivery Personnel may or may not be reflected in partial or in full on the app due to certain situation or conditions which includes but not limited to:- Face-to-face interaction, discussion, transaction (new or modifications) with the Delivery Personnel
- Delivery Personnel is in transit
- Low or no internet coverage at the time of the transaction
- Other scenarios / conditions that may prevent physical engagements and transactions from being uploaded or synchronized with the Cebuana from Home. Collectively known as "Delivery Physical Limitations".
In lieu of your Delivery Physical Limitations, you are strongly advised to keep or save proof of the transaction such as but not limited to, transaction numbers, receipts, pawn tickets, delivery request order numbers, photos or videos with the Delivery Personnel. You understand and agree that Delivery Physical Limitations may prevent your transactions from being synchronized in real-time with the Cebuana from home website. You understand that following the Delivery Services, Cebuana from Home Pawning Services will be reflected at most 1-2 operating days. Should there be any concern, please reach out to Cebuana CARES. Cebuana from Home Pawning Services may include additional fees to provide service and convenience on top of standard pawning fees. These fees will be indicated in the transaction confirmation screen prior to relevant deductions from your Cebuana Express E-Money. Fees paid for Delivery Services may or may not be reflected in the app unless otherwise specified. You also agree to follow Terms & Conditions specified in your Pawn Ticket for and other forms you have filled out with your pawning transaction whether in branch or through Cebuana from Home. Pawning Services.
Terms and Conditions for Home Delivery Option of Domestic Remittance (Service)
-
Address: Delivery of the Remittance shall be made to the address you specified in the Transaction Details.
-
Beneficiary Contact Number: The designated courier may use / contact the Beneficiary Contact Number for the purpose of the delivery of the remittance.
-
Payment:
- You may pay for the Service using any of the payment methods prescribed in Cebuana From Home Domestic Remittance page, which may be updated from time to time. When you place a request, actual payment is needed prior to fulfilment of request.
- Home Delivery service fee is on top of the Domestic Remittance Service Fee, and must be paid together with the Principal Amount (Amount to be sent) and Domestic Remittance Service Fee.
- Once the proof of payment transfer has been confirmed by our Contact Center, the request will already be endorsed to the designated courier. An email confirmation will be provided to the email address you provided to advise you of the status of the request.
-
Delivery:
- The designated courier will attempt to deliver the request within 48 hours to the Beneficiary indicated in the transaction details, and may attempt to go back if the beneficiary is not around the first time the courier deliver the remittance for up to 3 days within NCR and up to 5 days within provinces.
- The Beneficiary must be atleast eighteen (18) years old and shall present one (1) valid Government ID. In absence of government issued ID, a recently issued certification from a Barangay where the beneficiary resides will be honoured.
-
In the event of the following which eventually results to failed delivery, you hereby agree that the request will no longer be fulfilled, and that you may already request for refund of the transaction:
- Beneficiary Address indicated in the Transaction Details is incorrect or incomplete.
- Beneficiary refuses to accept the remittance.
- You requested any amendments to the time of delivery, delivery address or mode of delivery after the request has already been forwarded to the courier.
- Beneficiary fails to adhere to any of the delivery instructions issued by the designated courier, including where Beneficiary is not present to receive the remittance when the courier attempts delivery, or any of the instructions you issue to courier cannot be reasonably fulfilled.
- Delivery cannot be made to your address for reasons due directly or indirectly to an event or failure which is beyond the courier’s reasonable control, including acts of God, natural disasters, war, rebellion, revolution, contamination, pollution, acts or threats of terrorism, or riots; or
- Delivery cannot be made to the delivery address you specify in the Transaction Details, for any other reason.
-
Refund:
- Refunds may be requested once an email notification is received by the sender that the request has reached Failed Delivery status.
- Refund shall exclude the Domestic Remittance service fee and the Home Delivery service fee.
- Procedures for refund will be provided by our Contact Center upon receipt of request for refund.
-
Cancellation: Cancellation of request after the request has been forwarded to courier is already disallowed. However, our Contact Center may try to coordinate with the designated courier upon the receipt of a documented cancellation request from you. In case the request is not yet delivered, the request will be tagged as Failed Delivery and can be requested for refund subject to clause no. 5 (Refund).
-
Deemed receipt: In the event that we do not receive a feedback from you after you received the email notification confirming that your request is already DELIVERED, you shall be deemed to have acknowledge that your request has been completed and that your Beneficiary has received the Domestic Remittance subject to your rights under Philippine law.
-
Disclaimer:
You hereby expressly agree and acknowledge that, in case the chosen courier is not the In House Delivery:
- We do not provide delivery or transportation services, and except to the extent that we provide delivery of remittance as contemplated above, we do not perform, manage, supervise or control the services of the designated courier which are completely, exclusively and independently performed by said courier.
- The designated courier is not our agent, principal, partner or employer, or any similar or analogous relation.
- You absolutely and unconditionally release and forever discharge us, our affiliates, officers, agents and employees from any action, claim, or demand or whatsoever, that now or may hereafter develop, and/or arise from, or in connection with any loss, damage, delay and theft of the remittance caused by the designated courier.
PRIVACY POLICY
Cebuana Lhuillier Privacy Notice
PJ Lhuillier, Inc. is committed to respecting and protecting your data privacy rights as a data subject in accordance with RA 10173 ("Data Privacy Law of 2012"), its Implementing Rules and Regulations and other applicable laws of the Republic of the Philippines.
Why do we process your personal information (PI)?
We process PI for the following reasons:
We process PI for the following reasons:
- Process your transaction(s) whenever you avail of our products and services;
- Address your inquiries, concerns or complaints;
- Comply with laws and regulations governing our products and services (i.e. AMLA, CIC, etc); and
- Inform you about our new product/services offerings and promotions ("direct marketing").
Data Sharing
We may also share your PI with:
We may also share your PI with:
- Our accredited third party personal information processors such as contractors, vendors, financial and legal consultants.
- Our affiliate companies (for commercial purposes, including direct marketing or profiling)
What information do we process?
To process general inquiries or concerns about the products and services we offer:
To process general inquiries or concerns about the products and services we offer:
- Your Full Name
- Your E-mail Address
- Contact numbers
- Name
- Present address
- Date and place of birth
- Nature of work, name of employer or nature of self-employment/business
- Contact details
- Specimen signature
- Source of funds
- Permanent address
- Nationality
- Identification Cards
- Name, present address, date and place of birth, nature of work and source of funds of beneficial owner or beneficiary, whenever applicable
- When the customer or authorized representative is a foreign national, passport or Alien Certificate of Registration issued by the Bureau of Immigration
Security Measures
We employ a combination of organizational, contractual, physical, procedural and technical security measures to secure your PI that we process. Only authorized personnel shall have access to your PI. We will retain your PI related to transactions for a minimum of ten (10) years to comply with applicable laws. On the other hand, PI collected from inquiries, complaints/concerns or during events will be retained for two (2) years.
We employ a combination of organizational, contractual, physical, procedural and technical security measures to secure your PI that we process. Only authorized personnel shall have access to your PI. We will retain your PI related to transactions for a minimum of ten (10) years to comply with applicable laws. On the other hand, PI collected from inquiries, complaints/concerns or during events will be retained for two (2) years.
Access, Correction and Erasure/Blocking
You have the right to request for a copy of your PI that we keep as well as request for the correction of any inaccurate data.
You likewise have the right to suspend, withdraw or order the blocking, removal or destruction of your PI from our system.
You have the right to request for a copy of your PI that we keep as well as request for the correction of any inaccurate data.
You likewise have the right to suspend, withdraw or order the blocking, removal or destruction of your PI from our system.
Consent
You have the right to object or withhold consent to the processing of your PI. However, if you choose not to provide us with the required PI, we may be unable to provide you with the service requested or provide appropriate advice or service.
You have the right to object or withhold consent to the processing of your PI. However, if you choose not to provide us with the required PI, we may be unable to provide you with the service requested or provide appropriate advice or service.
Limitation on Rights
The foregoing rights with respect to your PI shall not apply to the processing of personal data gathered for the purpose of investigations in relation to any criminal, administrative or tax liabilities that you may have, provided that we will process the same only to the minimum extent necessary to achieve the purpose of said investigations.
The foregoing rights with respect to your PI shall not apply to the processing of personal data gathered for the purpose of investigations in relation to any criminal, administrative or tax liabilities that you may have, provided that we will process the same only to the minimum extent necessary to achieve the purpose of said investigations.
How to contact us
Feedback and queries on our products and services: [email protected]
Data Privacy queries and concerns: [email protected]
Feedback and queries on our products and services: [email protected]
Data Privacy queries and concerns: [email protected]
I want to know more about RA 10173
Please visit the website of the National Privacy Commission (https://privacy.gov.ph)
Please visit the website of the National Privacy Commission (https://privacy.gov.ph)