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Terms and Conditions

General Terms and Conditions of PermataMobile X

These General Terms and Conditions of Mobile Banking Services PT bank Permata Tbk “PermataMobile X” (with all amendments there to here in after referred to as ”T&C PermataMobile X”) are an agreement regulates the terms and conditions including the rights and obligations related to the usage of the Mobile Banking services by PT. Bank Permata, Tbk., a banking institution registered with and supervised by Financial Services Authority  and the guarantee member of Indonesian Deposit Insurance Corporation (IDIC) having domicile in Jakarta, as a provider of electronic-banking and other banking services (here in after referred to as “Bank”).

Article 1


  1. To the extent not interpreted otherwise, the following words and definitions initial with capital letters shall have the definitions as follows:
    1.  “Business Day(s)” is the day on which the Bank operates to performs clearing activities as stipulated by regulator.
    2. "Instruction" is an order given by the Customer through PermataMobile X to the Bank to process and complete the Transaction.
    3. “Transaction” means banking activities carried out by Customer via PermataMobile X, including but not limited, check of balance and account transfer, fund transfer, bill payment, purchase and other transactions provided by the Bank from time to time.
    4. “Security Code” is the User ID, Password, Response Passcode, Transaction PIN/mobile-PIN and other verification codes issued by the Bank to enable Customer have access to Account and make the Transaction via PermataMobile X.
    5. “PermataMobile X” is the internet-based electronic banking services provided by the Bank for use by Customer to access to banking products and make Transactions. The features include the services for bill payment, fund transfer, purchase, application the banking product and/or services, including the other services to be further stipulated by Bank.
    6. “User ID” is the identity created by the Customer during PermataMobile X registration in accordance with Bank’s rules and be used for one of Security Codes to access PermataMobile X.
    7. “Password” is an alphanumeric combination created by the Customer when creating the User ID which is used for one of Security Codes to access PermataMobile X.
    8. ”Account” is all current accounts or saving accounts or other accounts that belongs to the Customer on The Bank that can be accessed via PermataMobile X.
    9. “Response Code” is a special one-time code in the form of a numbers sent by the Bank to the Customer via SMS and mobile token to authenticate the customer transaction. This response code is dynamic in the form of one-time password (OTP).
    10. “Token” is Transaction security features to receive a Passcode that can be delivered via SMS Token (short messaging to Customer’s mobile number registered with the Bank) or Mobile Token (software installed on Customer’s mobile number registered to the Bank).
    11. "Transaction PIN/mobile-PIN" is a secret numeric code entered by the Customer during Transaction, which belongs to the Customer and is highly confidential. Transaction PIN/mobile-PIN are created and registered through PermataMobile X and can be changed at any time by the Customer.
    12. ”Scheduled Transaction” is an instruction for the Transaction issued by the Customer to be executed in the future in accordance with the  Transaction execution schedule made via PermataMobile X.
    13. ”Recurring Transaction” is an instruction for the Transaction issued by Customer to be executed repeatedly in a given period via PermataMobile X.
    14. “WhatsApp” is a smartphone messenger application that allows the users to receive and send messages through the cellular telephone number that has been registered with the application.
    15. “WhatsApp Gift” is one of PermataMobile X feature for customer to give transfer transaction instruction by filling in the recipient’s phone number that registered in the WhatsApp application.
    16. “SimplePay” is the facilities given by the Bank to Credit Card Customer to modify the retail transaction in a specified amount into installments with interest rate and tenure chosen by Customer and Customer shall be charged with administration fee for the application of this facility.
    17. “QR Pay” is one of PermataMobile X features that enable to scan or show a QR Code to do any payment transaction. 
    18. “QR Code” is a standard code that available or generated by the system/terminal that can be scanned through QR Pay feature to conduct payment transaction.
  2. Other terms starting with initial capital letter which are not defined in this T&C PermataMobile X shall refer to the definitions contained in the General Terms and Conditions of Account Opening (“T&C of Account Opening”), General Terms and Conditions of Credit Card (“T&C of Credit Card”), and other documents issued by and legally binding upon Bank.

Article 2

Terms and Conditions of The Service Usage

  1. PermataMobile X services shall be provided to Customer who meets the following qualifications:
    1. Customer shall have Account and/or valid Credit Card in accordance with the applicable regulation;
    2. Customer shall download PermataMobile X application provided by the Bank,
    3. Customer shall register the application of PermataMobile X services;
    4. Customer shall have a valid e-mail;
    5. Customer shall have active mobile number which is registered with the Bank’s system.
  2. To enable application of PermataMobile X services, Customer shall have its smartphone connected to the internet.

Article 3

Security Code

  1. Security Code is highly confidential and authorized application thereof rests on the Customer and, therefore, Customer shall be fully responsible for maintaining confidentiality of the Security Code. Bank shall not be responsible for any disclosure of Security Code by the Customer to a third party, intentionally or unintentionally, therefore, the Bank will not provide indemnity and/or being liable in any form to the Customer or any party of any claim or lawsuit by third party in relation with disclosure of Security Code to the third party.
  2. Customer shall maintain confidentiality of the Security Code through the following:
    1. Not to disclose / inform the Security Code to any third party, including the Bank’s internal person.
    2. Not recording and storing information of Security Code onto paper or other media that may be possibly known to the third party.
    3. Confirming security when inputing the Security Code into PermataMobile X, especially for application in the public area.
    4. Periodically change the Password and card PIN.
    5. Access to PermataMobile X via Customer’s or Customer-controlled smartphone or other similar gadget.
  3. In the event that Customer find out or suspicious that the Security Code has been disclosed to unauthorized person, Customer shall take precautions by changing the Password and card PIN and notify the Bank immediately so that Bank can take the necessary actions.
  4. Bank may, at its sole discretion, accept or reject any Instruction that is considered come from Customer whether or not through authentication and verification of the Security Code, without obligation by the Bank to verify identity of the Instruction issuer. If it is deemed necessary to make direct confirmation, Bank may contact the Customer directly in mechanism as specified by the Bank.
  5. Application of Security Code has the same legal effect as written instruction signed by Customer, Customer hereby confirms that application of Security Code in any Instruction also serves as the granting by Customer of authority to Bank to execute any Transaction, including without limitations, account debiting either for the purposes of execution of the Transaction as instructed or for the payment of all possible charges as stipulated in this PermataMobile X T&C.
  6. For any reason, Bank may at anytime void and/or deactivate Security Code by giving the notification to Customer in accordance with the applicable laws.

Article 4

Transaction Fees and Limit

  1. For the usage of PermataMobile X services, the Bank reserves the right to impose charge to the Customer for every Transaction and non-transaction fees (including notification or other banking service fee) performed by Customer, and Bank may, at its sole discretion, amend such fee upon giving notice to Customer through communication means to be determined by Bank in accordance with the applicable laws.
  2. Customer shall pay to the Bank all charges arising out of the application of PermataMobile X, including without limitations, transaction fees, non-transaction fees, and taxes to be borne by Customer in accordance with the applicable laws.
  3. All charges incurred shall be debited directly by Bank from the Account and Customer hereby authorizes Bank to debit the Account for the payment of charges relevant to Transaction and application of PermataMobile X. Customer’s authority granted to Bank shall be irrevocable, not be voided and/or not terminate for reasons set forth in Article 1813 of the Indonesian Civil Cie or for any reason whatsoever.
  4. Other agreement entered into between Bank and Customer for charges relevant to the application of PermataMobile X shall survive and constitute an integral part of this PermataMobile X T&C binding upon Customer.
  5. Access or service fees being part of telecommunication operator service package, including SMS, internet or other charges shall be at Customer’s sole expense.
  6. Limit for any Transaction in the PermataMobile X shall be suitable with the limit of each Debit Card held by Customer. Bank may amend the limit for each Transaction in PermataMobile X upon giving prior notice to Customer in accordance with the applicable laws.

Article 5

The Usage of PermataMobile X

  1. In every Transaction, Customer shall comply with the procedures for the issuance of Instruction and ensure the accuracy and completeness of the Instruction (including ensure that all data required for Transaction has been filled in completely and correctly).
  2. In conducting Transactions, the Customer is need to have the obligation to put in the transaction number/mobile-PIN as an authentic method for bank.
  3. Transaction PIN/mobile-PIN can only be used by the Customer and the Customer is responsible for using the Transaction PIN/mobile-PIN.
  4. In the event that the Customer does not make any financial Transaction in 3 (three) months, the Transaction PIN/mobile-PIN will be deactivated automatically or cannot be used. The Transaction PIN/mobile-PIN must be re-registered if the customers want to do Transactions again.
  5. As for Scheduled Transaction or Periodic Transaction (recurring or auto-debit), Customer can cancel the Transaction by authorizing such cancellation not later than 1 (one) calendar day before effective date of transaction.
  6. Scheduled Transaction or Periodic Transaction (recurring or auto-debit) shall be processed at the beginning of the day at the time as stipulated on Bank procedures. As for Periodic Transaction, if the closing date of transaction falls on the specified effective date, such transaction shall be processed on the same day.
  7. As for domestic fund transfer via domestic clearing (”LLG”) and RTGS, if transaction date exceeds deadline as set forth in the LLG and RTGS or effective date of transaction falls on banking holiday, transaction shall be accepted and processed on the following Banking day. As for domestic fund transfer via online ATM facility in cooperation with Bank, transaction shall be accepted and processed even on holiday.
  8. As for transaction to mobile phone number and WhatsApp Gift, Customer shall ensure the sufficiency of fund until transaction has been already processed and fund has been received by beneficiary. If the transaction is not settled in the PermataMobile X until the specified deadline, the instruction cannot be executed.
  9. As for transfer to mobile phone number transaction, fund transfer information to the recipient will be sent via SMS. And for WhatsApp Gift transaction fund transfer information to the recipient will sent via WhatsApp.
  10. Exchange rate information displayed in the PermataMobile X is an indicative exchange rate where it may be different from exchange rate when the transaction is executed. Upon Customer’s valid instruction in respect of Transaction in different currency, Customer authorizes Bank to execute Transaction based on Customer’s instruction with exchange rate applicable in the PermataMobile X upon the execution of Transaction.
  11. Bank may reject, not to process and cancel the Instruction received to the extent it is possible in accordance with the Bank’s system and procedures when any or more of the following conditions follows: 
    1. Fund kept in the Account is not sufficient or below minimum balance as stipulated by the Bank, or;
    2. There is a suspicion of actual or potential deceit or fraud, or, according to Bank, breach of Bank regulation and/or applicable laws, or;
    3. At bank’s discretion, an instruction may cause the Bank to assume liability and/or subject to claim, complaint, losses, directly or indirectly, extended by a third party, or;
    4. An instruction is issued by the competent authority to be complied with and performed by the Bank. 
  12. Bank may, at its sole discretion, cancel or suspend instruction received at anytime without prior notice and without any reasons whatsoever given to Customer and without any obligation to give any compensation or penalty or damages.
  13. Application of any Transaction type or feature available in the PermataMobile X shall be subject to terms and conditions of such type or feature, together with amendments thereto as Bank notifies to Customer via communication means provided by Bank in accordance with the applicable laws.

Article 6

Credit Card Features

  1. The Customer may be obtain the SimplePay facility from Credit Card transactions on PermataMobile X.
  2. The Credit Card transactions that allowed to be converted to the SimplePay facility as follows:
    1. The transactions performed after the Customer having an Account / has been registered to PermataMobile X.
    2. The transactions that have been recorded by Bank system and have been billed by the Merchant to the Bank through the system.

Article 7

QR Pay Features

  1. Customer acknowledges that QR Pay may be made only if the merchant has been registered as QRIS merchants so the transaction can be processed withQR Code as standardized by Bank Indonesia.
  2. All transactions performed via QR Pay features can be processed only by using Bank account in Rupiah.
  3. Customer acknowledges and agrees that all data or information appearing on QR Pay, following QR Code scan, is not issued by the Bank and, therefore, holds the Bank harmless from any error/failure/incompatibility of the data or information.

Article 8

Customer’s Responsibilities

Subject to this T&C PermataMobile X, Customer hereby agrees and responsible for the following:

  1. PermataMobile X registration that carried out by Customer.
  2. All losses, damages, claims or demands extended by a third party against Customer that may arise in relation with Customer’s Instruction via PermataMobile X.
  3. In the event of occurrences as set forth in point ii above, Customer shall cause the Bank to be fully indemnified against any claim, losses, charges or expenses extended by any third party against the Bank at anytime and from time to time, directly or indirectly, in relation with the execution of Instruction, including without limitations, lawyer fee incurred by Bank.
  4. Whereas any Instruction issued by Customer does not violate the applicable laws, and Customer shall be responsible for all risks and losses arising out in relation with changes in the Transaction and/or negligence, mistakes, fraud, misunderstanding or ambiguity of the Instruction issued by Customer to the Bank via PermataMobile X.
  5. Whereas Customer shall not manipulate, copy data and/or take other unlawful action resulting in the change of PermataMobile X data and/or mobile phone details in the provider card (SIM Card) registered in the PermataMobile X for unlawful purposes.
  6. Customer shall immediately report to Bank in the event of:
    1. Customer not using mobile phone number registered in the PermataMobile X anymore
    2. Customer being aware of an indication of multiplication of mobile phone number or SIM Card
    3. Application and/or modification of PermataMobile X by authorized person.
  7. Protecting smartphone and banking transactions against theft of security code.

Article 9

Information Disclosure and Management

  1. Customer hereby agrees with and authorizes Bank to access Customer’s Account for the purposes of providing PermataMobile X services to Customer.
  2. As account holder, Customer agrees with the use by Bank of all Customer data, details and information, including without limitations, make use of Customer’s communication facility to communicate with a third party partner and/or other competent authority for all purposes to the extent it is possible and allowed by the applicable laws, including for the purposes of marketing of Bank’s products or the products of Bank’s partner. For the purposes of data application requiring other party’s approval, Customer hereby confirms that it has obtained written approval of any third party for the application of the data, details and information and, accordingly, Customer indemnifies and holds the Bank harmless from and against all risks, claims and/or liabilities that may arise in the future in relation with the application of third party’s data, details and information which has been approved by Customer.

Article 10


  1. Customer agrees that Instruction executed via PermataMobile X is valid and supported by the following documents:
    • Transaction transfer at the Account in respect of Transaction with the Bank, and/or;
    • Electronic papers and documents administered by Bank in respect of the application of PermataMobile X.
  2. Customer agrees not to protest against the validity, accuracy or authenticity of evidences of Transaction and communication transmitted electronically between Customer and Bank, including computer records or Bank transaction evidences, tape/cartridge, recording, computer printout, copy or other storage media, or data displayed by Bank or all tools or documents being valid Transaction evidences.
  3. By performing Transaction, Customer acknowledges that all communication and Transaction notified to Bank shall be treated as valid evidences even they are not documented or even in absence of documents signed by Customer and/or Bank.

Article 11

Exclusion and Indemnity

  1. Customer accepts and authorizes any action taken by Bank for the purposes of successful Instruction and, therefore, indemnifies and holds the Bank harmless from any actions and/or losses arising out in relation with the execution of Transaction in reliance upon Customer’s incorrect Instruction, including:
    1. Rejection and/or suspension and/or cancelation of Transaction by Bank under this PermataMobile X T&C ini.
    2. Failure or losses caused by devices, software, browser provider or by Internet Service Provider ("ISP") or agents thereof;
    3. Malfunctions by computer viruses or trojan, worm or other malwares that may interrupt the PermataMobile X, web browser or Bank’s or Customer’s or ISP’s computer system.
    4. Unauthorized application of ISP.
    5. Misuse of Security Code by Customer or any third party.
    6. Failure, negligence, incompleteness, ambiguity or inaccuracy of Instruction notified by Customer, and/or;
    7. Customer’s failure of instruction, procedures and manuals for the application of PermataMobile X.
    8. Direct or indirect losses resulting from Customer’s or other party’s failure or mistakes in relation with the application of PermataMobile X.
  2. Bank shall not give representation and warranty that partial or whole of the PermataMobile X services are suitable or ready for use in other areas outside the Indonesian territory and that access to PermataMobile X is permitted in such areas. Therefore, Customer shall be fully responsible for and comply with the local laws for its decision to use the PermataMobile X in other location.

Article 12

Limitation of Responsibilities

Bank is not responsible and will not provide compensation in any form for the losses/damages/claims that carried out by the Customer or other party arising from:

  1. Transaction performed by Customer in contrary to this PermataMobile X T&C and/or applicable laws and/or Bank’s policy, 
  2. Divulgence and misuse of Customer’s Security Code to and by third party,
  3. Incomplete or erroneous instruction and transaction caused by Customer’s failure and/or negligence and resulting in Customer’s losses. 

Article 13

Force Majeure

  1. Customer hereby agrees that the following events constitute a Force Majeure sustained by Bank are failure of equipment, viruses, power outage or failure, riots, flood, or other natural disasters, explosion, chemical reactions, accident, epidemic, strike, government regulation, and other occurrences beyond Bank’s reasonable control.
  2. In the event of Bank’s failure or delayed to execute the Instruction, partially or wholly, due to Force Majeure as referred to in paragraph 1 of this Article, Bank is exempted from any responsibility to Customer for all risks, liabilities and claims extended by Customer or the third party that may arise in relation with delay in the execution or failure of the Instruction due to Force Majeure, to the extent the Bank complies with its obligations in accordance with the applicable laws.

Article 14


  1. Upon prior notices to Customer in the form of and through communication means as specified by Bank in accordance with the applicable laws, Bank may amend, modify or replace the terms and conditions of this T&C PermataMobile X.
  2. Any amendment to the terms and conditions of this T&C PermataMobile X shall be binding upon Customer and constitute an integral part of the General Terms and Conditions of Account Opening with the Bank.

Article 15

Governing Language

This T&C PermataMobile X is made in Bahasa Indonesia and English Language. In the event of discrepancy in the interpretation, inconsistency or contradiction of T&C PermataMobile X between Bahasa Indonesia and English language versions, the Bahasa Indonesia version shall prevail.

Article 16

Choice of Law and Legal Domicile

  1. This T&C PermataMobile X is governed by and interpreted in accordance with the laws of the Republic of Indonesia.
  2. Anything related to this PermataMobile X T&C and its consequences thereof, Parties agree to have permanent domicile of choice at the Secretariat of District/Municipal Court as nominated by the Bank.

Article 17

Blockage and Termination of PermataMobile X Services

  1. Customer’s User ID, Password and Transaction PIN/mobile-PIN shall be subject to blockage if the following occur:
    1. Customer inpute the wrong Password, User ID and Transaction PIN/mobile-PIN for 3 (three) consecutive times when using PermataMobile X.
    2. By Customer’s request. 
    3. Bank indicated the likeliness of divulgence of Customer’s User ID, and/or Password, and/or PIN Transaction/mobile-PIN to other person.
  2. In the event of blockage, Customer shall:
    1. Have the PermataMobile X re-registered; or
    2. Reset Password by calling PermataTel or nearest Bank branch
  3. PermataMobile X services shall be terminated or ceased if any or more of the following conditions are met:
    1. Customer applies for termination of PermataMobile X with the nearest Bank branch or PermataTel.
    2. Customer ceases all Bank Accounts and/or services.
    3. Bank discovers unlawful use of Account by Customer. 
    4. Bank performs an obligation for cessation of the PermataMobile X services as required by the applicable laws. 
    5. Bank undergoes interruption and, thus, ceases the PermataMobile X services upon giving notice to Customer through communication means as specified by Bank. 
  4. Bank ceases or suspends the PermataMobile X services unilaterally without giving prior notice to Customer in the event of the following: 
    1. Technical:
      • Technical failure of network
      • Network being upgraded, modified and/or maintained.
    2. Non Technical: there is an indication of network being used for crime or illegal activities.
    3. Government regulation and/or laws prohibiting the execution and/or application of PermataMobile X services via mobile banking and/or the like and/or similar activities.

Article 18


  1. Upon prior notice by the Bank to the Customer in accordance with the applicable laws, Bank may (i) restrict, reduce, modify, cancel, and/or cease whole or part of the PermataMobile X services and (ii) add, reduce, revoke or modify current or available Transaction via PermataMobile X.
  2. Upon acceptance of this PermataMobile X T&C, Customer agrees and abides by the terms and conditions of this T&C and other provisions stipulated by Bank pertaining to the execution of Transaction the Bank shall prior notify to Customer in accordance with the applicable laws, and any amendment, supplement or implementing regulations thereof.
  3. AFor any complaints from the Customer related the products/services of PermataBank, the Customer should contact PermataTel on 1500111 or other media as stipulated by Bank that can be found in the website www.permataBank.com by preparing all required documents related with the respected complaints.



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